Customer Service Manager (Emirati)

Customer Service Section Manager Dubai Sector: Institutional Enablement Department: Customer Happiness (Emirati) Only Dubai Government / Semi-Government Experience Preferred Join a leading government entity and play a key role in shaping exceptional customer experiences across the organization. We are seeking an experienced Customer Service Section Manager to lead customer happiness initiatives, oversee customer service operations, drive service excellence, and enhance customer satisfaction in line with Dubai Government service standards and the Global Star Rating System. Key Responsibilities • Lead customer service and customer happiness operations across all service channels. • Develop and implement customer service policies, procedures, and improvement initiatives. • Oversee customer complaints, suggestions, service recovery, and escalation management. • Drive customer satisfaction programs, happiness surveys, mystery shopping initiatives, and service quality assessments. • Lead contact center operations and ensure effective resolution of customer feedback. • Develop and implement service excellence initiatives aligned with Dubai Government standards. • Monitor KPIs, customer insights, and operational performance to identify improvement opportunities. • Manage stakeholder relationships and collaborate with internal departments to enhance customer journeys. • Lead and develop customer-facing teams to deliver exceptional service experiences. Requirements (Emirati only) Bachelor's degree in business administration, Customer Service Management, Marketing, Public Relations, or related field Minimum 7 years of experience in Customer Service, Customer Happiness, Service Excellence, or Customer Experience Experience within Government, Semi-Government, or Government-Related Entities preferred Strong knowledge of customer journey management, customer satisfaction measurement, and service excellence frameworks Fluent in Arabic and English Show more Show less

Emirati only. Bachelor's degree in business administration, Customer Service Management, Marketing, Public Relations, or related field. Minimum 7 years of experience in Customer Service, Customer Happiness, Service Excellence, or Customer Experience. Experience within Government, Semi-Government, or Government-Related Entities preferred. Fluent in Arabic and English.

Lead customer service and customer happiness operations across all service channels. Develop and implement customer service policies, procedures, and improvement initiatives. Oversee customer complaints, suggestions, service recovery, and escalation management. Drive customer satisfaction programs, happiness surveys, mystery shopping initiatives, and service quality assessments. Lead contact center operations and ensure effective resolution of customer feedback. Develop and implement service excellence initiatives aligned with Dubai Government standards. Monitor KPIs, customer insights, and operational performance to identify improvement opportunities. Manage stakeholder relationships and collaborate with internal departments to enhance customer journeys. Lead and develop customer-facing teams to deliver exceptional service experiences.