# Customer Service Manager — Confidential

Canonical: https://jobxdubai.com/jobs/li-4446554886-customer-service-manager
Location: Dubai, UAE
Type: full_time · Level: senior
Monthly salary: AED 14,000 to 21,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-07-29
Apply: https://www.linkedin.com/jobs/view/customer-service-manager-at-confidential-4446554886?_l=en

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## Description

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.

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## Requirements

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.

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