Customer Service Manager

A reputable and fast-growing training and educational institute in Dubai is seeking an experienced Customer Service Manager to lead our front-line support operations. We provide structured, high-quality learning experiences to a diverse, multilingual client base. We are looking for a hands-on leader who can drive customer satisfaction, streamline service workflows, and effectively manage a busy front-desk and call-center team. Key Responsibilities: • Team Leadership: Recruit, train, mentor, and manage a customer service team, ensuring staff delivers professional, timely, and courteous support across phone, email, and in-person interaction • Operations Management: Oversee daily service workflows, including managing learner inquiries, appointment scheduling, and coordination with instructional/training staff • Escalation Handling: Act as the primary point of contact for complex complaints and escalated issues, resolving conflicts diplomatically while maintaining trust and loyalty • Process Development: Design and refine customer service policies, procedures, and FAQ resources to improve efficiency and service quality • Performance Tracking: Monitor key metrics (customer satisfaction scores, response times, resolution rates), analyze feedback, and implement data-driven improvement • Cross-functional Collaboration: Work closely with operations, administration, and training teams to ensure seamless learner journeys and address any operational bottlenecks Qualifications & Requirements: • Experience: Minimum 5–6 years in a Customer Service Management or supervisory role, preferably within the education, training, or service-oriented sector • Customer Focus: Proven ability to manage feedback, reduce complaints, and drive high satisfaction levels • Communication: Excellent verbal and written communication skills (English required; Arabic or other languages are a strong advantage) • Analytical Skills: Ability to interpret service metrics and translate data into actionable operational improvements • Technical Skills: Proficiency with CRM software, helpdesk tools, and MS Office (experience with scheduling systems is a plus. • Organizational Skills: Strong time-management and multitasking abilities in a fast-paced, high-volume environment. • Education: Diploma or degree in Business, Management, Communications, or a related field is preferred • Flexibility: Willingness to work flexible hours as required by operational needs What We Offer • Competitive, tax-free monthly salary. • Opportunity to lead and shape a growing service department. • A dynamic, multicultural work environment. • Career growth potential within an expanding organization. Show more Show less

Experience: Minimum 5–6 years in a Customer Service Management or supervisory role, preferably within the education, training, or service-oriented sector. English required; Arabic or other languages are a strong advantage. Proficiency with CRM software, helpdesk tools, and MS Office (experience with scheduling systems is a plus). Diploma or degree in Business, Management, Communications, or a related field is preferred. Willingness to work flexible hours as required by operational needs.

Team Leadership: Recruit, train, mentor, and manage a customer service team, ensuring staff delivers professional, timely, and courteous support across phone, email, and in-person interaction. Operations Management: Oversee daily service workflows, including managing learner inquiries, appointment scheduling, and coordination with instructional/training staff. Escalation Handling: Act as the primary point of contact for complex complaints and escalated issues, resolving conflicts diplomatically while maintaining trust and loyalty. Process Development: Design and refine customer service policies, procedures, and FAQ resources to improve efficiency and service quality. Performance Tracking: Monitor key metrics (customer satisfaction scores, response times, resolution rates), analyze feedback, and implement data-driven improvement. Cross-functional Collaboration: Work closely with operations, administration, and training teams to ensure seamless learner journeys and address any operational bottlenecks.