1117 Customer Service Director jobs in Dubai

Customer Service Team Leader

We are seeking an experienced and results-driven Customer Service Team Leader to lead our customer service team in delivering exceptional service to our clients.

Job Description

• To lead a team of customer service representatives in handling customer inquiries, resolving issues and improving customer satisfaction.
• To develop and implement effective strategies to improve customer service performance and achieve business objectives.
• To manage and maintain accurate records and reports on customer interactions and service level agreements.

This role requires a highly organized and motivated individual with excellent communication and leadership skills. The ideal candidate will have experience in managing teams, analyzing data and implementing process improvements.

Requirements

• Bachelor's degree in Business Administration or related field.
• Minimum 3 years of experience in customer service or call center management.
• Strong leadership and communication skills.
• Ability to analyze data and implement process improvements.
• Experience in managing budgets and financial performance.

Key Responsibilities

• Lead the customer service team to achieve business objectives.
• Develop and implement effective strategies to improve customer service performance.
• Manage and maintain accurate records and reports on customer interactions and service level agreements.
• Conduct regular training sessions to enhance product knowledge and service standards.
• Monitor sales performance and lead generation per staff.

Key Skills

• Excellent communication and leadership skills.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Experience in using customer relationship management (CRM) software.
• Knowledge of quality management systems and customer satisfaction metrics.

About Us

We offer a dynamic and supportive work environment that encourages growth and development. Our team is passionate about delivering exceptional customer service and we are committed to making a positive impact on our clients' lives.

Benefits

• A competitive salary package.
• Opportunities for career advancement.
• A comprehensive benefits package including health insurance and retirement savings plan.
• A fun and dynamic work environment.

We are seeking a highly skilled Call Center Manager to oversee daily operations and lead a team of customer service representatives.

• Develop and implement strategies to improve customer satisfaction, reduce call handling times, and optimize call center efficiency.
• Analyze call center data, identify trends, and recommend solutions to enhance processes and performance.
• Manage and coach representatives to achieve performance targets and deliver exceptional customer service.
• Monitor call quality, provide feedback, and implement training programs to enhance agent skills and knowledge.
• Prepare reports and presentations on call center performance metrics for review.

• Proven experience in a call center management role with strong leadership and communication skills.
• Excellent customer service skills with a commitment to providing a positive customer experience.
• Strong analytical and problem-solving skills with the ability to identify areas for improvement and implement effective solutions.
• Proficiency in call center technologies and software applications.

This is an exciting opportunity for a seasoned Call Center Manager to take on a leadership role and drive results. If you have a passion for customer service and a proven track record of success, we encourage you to apply.

The primary objective of this role is to provide exceptional customer service by managing a team and overseeing key support functions.

• Lead commercial and technical support initiatives to ensure high levels of customer satisfaction
• Effectively manage customer inquiries across multiple channels, ensuring timely resolutions
• Coordinate team resources to guarantee optimal availability for customers, fostering a culture of collaboration and empowerment
• Establish service level agreements, track performance metrics, and drive continuous improvement initiatives

• Minimum 2-3 years of commercial experience and 4-6 years of customer support expertise
• Proven leadership and problem-solving skills, with a strong ability to influence and impact outcomes
• Excellent interpersonal, networking, and communication skills, with the ability to work effectively in a matrix organization
• Experience in leading remote teams and driving results-oriented projects
• Strong analytical and decision-making skills, with a focus on delivering high-quality outcomes
• Foster a positive attitude and promote a collaborative work environment

• Results-driven individual with a passion for delivering exceptional customer experiences

The role of a Contact Center Manager involves directing, managing, planning, organizing, and implementing departmental goals, objectives, and strategies to achieve exceptional service quality and customer satisfaction.

• Key Objectives:
• Efficiently manage call center operations
• Handle VOC & CS_Risk Center operations
• Monitor and analyze KPIs to achieve CQI Index targets
• Manage OSM – Online Support Management (Digital Service)
• CMI and SCSI Indexes management and control
• Quality Assurance (Calls & Written Communication)
• Agents Training and certification

Position Responsibilities:

1. Develop and implement contact center operations strategies and technologies that optimize resource utilization and cost-effectiveness.
2. Manage change within the contact center operations (Inbound, Outbound, and Back office).
3. Ensure adherence to defined standard operation procedures (SOPs) in accordance with industry guidelines and directives.
4. Provide constructive feedback on improving services, systems that reduce cycle time or costs, enhance customer satisfaction, or increase controls & reduce risks.
5. Stay current on available technologies and work processes that have potential to improve contact center performance, real-time responsiveness, and efficiency.
6. Work and coordinate with training and development teams to align training needs and enhance skill and team development.
7. Examine call volumes and staffing levels to ensure efficient call center operations.
8. Coordinate with other managers to monitor budget requirements and compliance.
9. Prepare regular performance and progress reports relating to the scope of work.

Qualifications:

• At least 5-10 years of extensive experience in Customer Center operation and management.
• Graduate - Bachelor Degree in related discipline.
• Local / GCC Experience is a pre-requisite.
• Good networking with the local industry.
• Result driven, hands-on, dynamic with ability to work under pressure.
• Strong interpersonal, communication and presentation skills and a good negotiator.

Language Skills:

Preferably Arabic speaker. Ability to read, analyze, and interpret service/sales/financial reports, data, and studies. Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community. Ability to effectively present information to top management, public groups and/or clients.

Customer Service Expert

Category: Other
Career Level: Entry Level
Experience: Student
Required Qualification: Strong communication skills and customer care background are essential in this role.
Travel Required: Yes, flexibility to work rotating shifts.
Salary Type: Per Month
Total Vacancies: 35
Skills: Fleet management, fleet operations, customer service delivery, phone, email, chat support, problem-solving, time management, prioritization, attention to detail.

Job Description: ">

Join our organization and redefine customer experience in a people-first culture. We're looking for an expert in customer service to provide exceptional support to clients and drivers via phone, email, and chat.

As a Customer Service Expert, you'll be the first point of contact for clients and drivers, resolving inquiries efficiently with a focus on first-call resolution. You'll support various services including fuel cards, licensing, insurance, tolls, and more.

Communicate professionally with empathy to ensure superior customer satisfaction.

Collaborate with your team to resolve issues efficiently and maintain performance targets.

Key responsibilities include maintaining a high level of customer satisfaction, providing timely solutions, and adhering to scheduled shifts.

Our organization will cover Visa, Accommodation, Feeding, and Medical expenses.

Apply now if you have strong communication skills and customer care background.

Requirements: ">

This is a full-time job that requires a flexible schedule and ability to work rotating shifts. Ideal candidate should have at least student-level experience and possess excellent problem-solving and time management skills.

Required skills include fleet management, customer service delivery, problem-solving, and effective communication.

We offer competitive salary ranging from $4,000 to $6,000 CAD per month depending on skills and experience.

Benefits: ">

We offer a comprehensive benefits package that includes medical, dental, and vision coverage, as well as paid vacation and sick leave.

Additional Information: ">

The ideal candidate should have a passion for delivering exceptional customer experiences and be committed to ongoing learning and professional development.

The Customer Support Manager plays a crucial role in ensuring the smooth delivery of customer services. This includes managing customer escalations, maintaining product lifecycle plans, and executing support service business plans to meet contractual commitments.

• Act as the customer advocate, providing a single point of contact for service delivery and Service Level Agreement (SLA) compliance.
• Maintain product and software lifecycle plans, including ensuring plans are provided/maintained from third-party vendors.
• Manage subcontractor deliverables and adherence against customer contractual commitments.
• Execute the support service business plan, manage and report orders, revenue, and costs, identifying areas for improvement to ensure improved service margin, quality, and best practice delivery.

To be successful in this role, you will require:

• Excellent communication skills in English (verbal, written, and presentation).
• Local languages will be appreciated (Arabic or French).
• Experience within a Level 2 Technical Support Operations Project Management or Customer Support business environment.
• Ability to work with customers/end-users at both management and user levels.
• Effective stakeholder management skills (internal and external).
• Ability to plan, prioritize, and meet strict deadlines with a business commercial and financial acumen.

This role offers:

• A high degree of customer engagement and sales support skills.
• Program planning and technical knowledge of various systems and subsystems.
• Opportunities for growth and development in a fast-paced and dynamic environment.

Qualification: B. E / Equivalent Qualifications

Experience:13 to 15 years

Reporting to: Head – Service Delivery

Responsibilities: The Delivery Consultant is responsible for:

• Experience in a role with strong working knowledge and understanding of NOC and Managed Service operations with in ITIL frameworks (Incident, Change and Problem Management)
• Service delivery assurance to ensure maximum service availability and performance to our customer's infrastructures we manage.
• Driving and implementing operations services strategy in order to achieve performance and quality in alignment with Global Services Standards.
• Monitoring customer satisfaction to modify working practices in line with a continuously evolving industry sector.
• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team.
• Experience of ITIL, ISO20K and ISO27K standards framework and implementation exposure.
• Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
• Be responsible for career development and appraisals.
• Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
• Interacting with IT staff or vendors in performing complex testing, support and troubleshooting functions.
• Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity

The roles definition breaks down into the following areas:

Operational Efficiency

• Manage day-to-day 24 /7 operations, in the area of desktops, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
• Experience to understand and capture business and technical requirements.
• Operational management experience in dealing with internal and external customer communications
• A depth of knowledge and experience controlling variables such as time, scope, and risk management
• A strong understanding of monitoring and management tools, ITSM service desk tool, Security tool, Backup tool etc. which help to maintain 99.999% availability.
• Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and service/infra transition plan depending on solution complexity, priorities and deliverables.
• Should be able to provide /prepare service delivery solution,
• Participates in client presentations and discussions to present the technical solution.
• Develop, implement and maintain a value-adding regime of key performance indicators (KPI's)
• Provide an ongoing service improvement plan and align with individual's goals.
• Streamline process for on boarding customers and routine tasks.
• To establishing uniform processes and procedures is to ensure that the client gets the same experience from the onset of contact.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
• Hands on experience of Active Directory Window server 2003 to Window server 2012 R2
• Hands on experience on Windows Server 2008, 2012 Operations/Management/Active Directory administration/Backup Operation and Server Virtualization.
• Ensure that reports are accurate and delivered on time.
• Provide regular status reports and project information (Weekly/Monthly/Quarterly ) to the Management team including trends and statistics, overall health and metrics for each client

People Management

• Ability to set out a clear direction, inspire others and assume command
• Ability to self-manage and lead large teams
• Responsible for the timely and quality deliveries of the tasks assigned to the team
• Work as point of contact for all people related aspects with the stakeholders
• Ability to lead, collaborate, triage and make decisions in a fast paced, changing environment
• Help to ensure all employees are maximizing their potential

Education, Qualifications and Certification

• ITIL V3 Certified
• Graduate/Post-Graduate in Computer Science
• Minimum 3 years of proven data center experience in a 2nd / 3rd level support role
• Should have Project management skill

Skills and Abilities

• Able to communicate technical and business information to widely varied audiences.
• Self-confident and dedicated to providing a professional level of customer service.
• Highly organized, capable of handling multiple tasks simultaneously and meeting deadlines
• Should have excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations.
• Passionate about current and future technologies
• Ability to self-manage and lead large teams
• Ability to work in flexible shifts

Business Acumen

• Excellent understanding of data center management

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dnata is one of the world's largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.

As Service Delivery Manager , you will lead dnata Cargo terminal Operations on shift to achieve a high level of service delivery while ensuring a safe, efficient and cost-effective operation. This role is based full-time in our Dubai office.

• Recommend improvements to Cargo Operations standards and procedures and ensure the implementation of these procedures and controls.
• Identify and manage problem areas within the operation, forward planning, deploying resources and information as required to meet service delivery targets, whilst ensuring that safety, security and costs are maintained at acceptable levels.
• Coordinate resources on a shift basis to ensure that the SLAs are delivered to customers in collaboration with the Supervisor on shift.
• Review and manage the performance of direct reports to ensure performance is measured against individual targets.
• Manage the development of the staff in line with their training needs analysis and career path and provides advice regarding career growth.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction, being a role model for the desired safety behaviours and leading with safety.
• Manage and maintain an overview of Cargo Operations and stakeholder activities providing co-ordination and leadership to achieve dnata and Cargo objectives.
• Implement robust service recovery measures to handle customer complaints and service recovery initiatives.
• Build and maintain relationships with internal and external stakeholders such as DOCC, Customs, DAC, Airside Services, Dispatch, Load Control, Group Safety & Security, Airport Police, airline, agent customers.

• Relevant Diploma or Degree in Air Cargo OR Cargo Ground Handling.
• 5-8 years of experience in Air Cargo or other logistical Services in an operational position.
• UAE Driving license or Home Country Driving License.
• Valid license for operating equipment (Airport Driving Permit)
• Proficient knowledge of all or some of the following: Cargo Operations/Ramp Operations/ Passenger Services / Baggage Services / Operations Services
• Proficient knowledge of operational I.T systems (dacs+, camsys, DSSm, ALTARS)
• Advanced Safety Awareness Skills
• Proficient Supervisory Skills

• Strong operational and leadership experience in managing teams in a shift-based environment.
• Ability to use data for decision-making.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website Further information on what's it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

dnata is part of Emirates Group, an international organisation with employees from over 170 nationalities. We encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

We are seeking a skilled and experienced Delivery Manager to join our team. The Delivery Manager will be responsible for overseeing and coordinating the delivery of projects within our organization. This role requires strong leadership capabilities, exceptional communication skills, and a proven track record of delivering projects on time and within budget.

• Plan, execute, and finalize projects according to strict deadlines and within budget.
• Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop full-scale project plans and associated communications documents.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Liaise with project stakeholders on an ongoing basis.
• Set and continually manage project expectations with team members and other stakeholders.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the project team.
• Identify and manage project dependencies and critical path.
• Track project milestones and deliverables.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Define project success criteria and disseminate them to involved parties throughout the project life cycle.

• Bachelor's degree in business or related field.
• Project Management Professional (PMP) certification is a plus.
• Previous experience in project management or related field.
• Proven experience in strategic planning, risk management, and / or change management.
• Proficiency in project management software tools.
• Strong leadership, interpersonal, communication, and presentation skills.
• Excellent problem-solving and critical-thinking abilities.
• Ability to work effectively under pressure and meet tight deadlines.

• Seniority level : Mid-Senior level
• Employment type : Other
• Job function : Project Management and Information Technology
• Industries : IT Services and IT Consulting