6 Tourism jobs in Umm Al Quwain

Careers for a Changing World of Islamic Banking. Customer Service Manager

Posted On 12 Sep, 2025

Type Permanent

Job Category Retail Banking - Branches

Job Purpose:

The Customer Service Manager will be primarily responsible for providing high-quality support to walk-in customers, assisting them with the use of digital channels (including MFK and the mobile app), monitoring the queuing system, and ensuring that all customers are attended promptly and efficiently.

KEY ACCOUNTABILITIES:

Customer Service:

• Provide high-level customer service and ensure a smooth and efficient customer experience.
• Attend to and resolve issues and complaints that arise with customers. Refers to higher supervision in cases required.
• Liaises with Head Office on behalf of customers to ensure follow up and timely processing of their complaints, problems, etc.
• Promote and encourage the use of digital banking solutions available within the branch to enhance service efficiency.
• Identify and address bottlenecks that may affect customer wait times, implementing solutions to improve service flow.
• Monitor and report any technical issues or malfunctions related to ATMs or Multi-Function Kiosks (MFKs) within the branch.
• Ensure all customers are attended to in a timely and satisfactory manner, maintaining service quality standards

Consumer Protection:

Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedback, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices

Adhere to all bank's policies and procedures.

Qualifications, Experiences & Technical Skills:

• Minimum Experience: 1-2 years experience in the same function
• Language Skills: Arabic & English (Proficient)
• Computers/ Systems / Software Skills: Good command of MS Office

Sharjah Islamic Bank (SIB) started servicing the society in 1975; providing banking services to individuals and companies. An Amiri decree; released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was suited the first bank to convert to Islamic Banking in 2002.

The revolutionizing from commercial banking to Islamic banking was a significant twist for the bank. Not only were specialized products & services modulated for customers, the banks entire organization was converted to be conventional to Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through the extensive UAE networks.

Job Summary

Answer incoming calls from customers for various purposes, address inquiries and questions, handle complaints, troubleshoot problems, and provide information.

Duties & Responsibilities

1. Answer calls and route them to the appropriate resource.
2. Handle patients’ inquiries telephonically, convert inquiries to emails according to standard operating procedures, and send to the relevant department if no answer after transferring the line twice.
3. Research required information using available resources.
4. Manage and resolve patients’ complaints and transfer them to qualified personnel for resolution.
5. Provide customers with service information and hospital policies.
6. Update the business connect with new staff numbers and names of new staff joining the hospital.
7. Identify and escalate priority issues.
8. Follow up on patients’ calls when necessary.
9. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology).
10. Update yourself with information circulated within the hospital (memos/circulars) and within the call center (External Calls workbook—updates, leaves, appointments).
11. Take good care of tools entrusted by the administration (e.g., computer, headset); these are for official use only and should be used cautiously.
12. Assist patients with appointment queries and bookings.
13. Book new appointments as per OPD policy and inform patients of all necessary information before their visit.
14. Cancel and reschedule appointments as per patient requests.
15. Handle online appointment bookings through the website.
16. If no slots are available and the patient needs urgent care, gather all necessary information and send it via email to OPD Clinic for arranging overbooking or walk-in appointments.
17. Book appointments for all OPD procedures, ER referrals, and inpatient appointments.
18. Handle patient complaints related to appointments and escalate to qualified personnel.
19. Respond to patient inquiries, requests, and disputes over the phone, routing them to the appropriate department or staff.
20. Explain available services and hospital policies to patients.
21. Manage patient complaints calls and communicate with the PRO office as per the process.
22. Update the HMS system with any changes in clinic timings.
23. Perform related work as assigned by the client representative.

Education and Experience

1. Bachelor's Degree or equivalent.
2. Proficient in relevant computer applications.
3. Fluent in both Arabic and English.
4. Knowledge of customer service principles and practices.
5. Knowledge of call center telephony and technology.
6. Some experience in a call center or customer service environment.
7. Good data entry and typing skills.
8. Knowledge of administrative and clerical processes.

Job Summary

Answer incoming calls from customers for various purposes, respond to inquiries and questions, handle complaints, troubleshoot problems, and provide information.

Duties & Responsibilities

1. Answer calls and route them to the appropriate resource.
2. Handle patients' inquiries telephonically and convert their inquiries to emails according to standard operating procedures; send to relevant departments if no answer after transferring the line twice.
3. Research required information using available resources.
4. Manage and resolve patients' complaints and transfer to qualified personnel for resolution.
5. Provide customers with service information and hospital policies.
6. Update the business connect with new staff numbers and names of new staff joining the hospital; identify and escalate priority issues.
7. Follow up on patients' calls when necessary.
8. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on call).
9. Update yourself with information circulated in the hospital (memos/circulars) and within the call center (External Calls workbook—updates, on-leave, and appointments).
10. Take good care of tools entrusted by the administration (e.g., computer, headset); these are for official use only and should be used with caution.
11. Receive calls from patients and assist with appointment queries.
12. Book new appointments as per OPD policy and inform patients of all necessary information before their visit.
13. Cancel and reschedule appointments as per patient requests.
14. Handle online appointment bookings through the website.
15. If no slots are available and the patient needs urgent consultation, gather all patient information (name, contact number, MRN NO#, etc.) and email it to the OPD Clinic for arranging overbooking or walk-in appointments.
16. Book appointments for all OPD procedures, ER referrals (routine, inpatient, fracture list).
17. Handle patient complaints related to appointments and transfer to qualified personnel.
18. Respond to patient inquiries, requests, and disputes over the phone, routing them to the appropriate department or staff.
19. Explain available services and hospital policies to patients.
20. Manage patient complaints calls and communicate with the PRO office as per the process.
21. Update the HMS system with any changes in clinic timings.
22. Perform related work as assigned by the client representative.

Education and Experience

1. Bachelor's Degree or equivalent.
2. Proficient in relevant computer applications.
3. Fluent in both Arabic and English.
4. Knowledge of customer service principles and practices.
5. Knowledge of call center telephony and technology.
6. Some experience in a call center or customer service environment.
7. Good data entry and typing skills.
8. Knowledge of administrative and clerical processes.

Location: Sharjah, AE

At Arla, we do so much more than make some of the world’s favourite dairy products. We make healthy taste delicious, mornings worth getting up for and family dinners unforgettable. Puck, Dano, Lurpak and Castello – names like these make us a vital, natural part of modern life in over 100 countries around the world. There are 1,300 employees in the Middle East and Africa and 19,000 global employees at the heart of our business. Every single one of us plays an important role and together we build on our 10bn Euros turnover and establish our position as one of the largest dairy companies in the world.

Do you want to be part of a high performing team and take Arla’s sales organisation to the next level? If so, you should consider applying for the position as Customer Service Executive. In this challenging job you will work out of our UOQ office in Sharjah and you will report to the Customer Logistics Manager.

As the Customer Service Executive, you will contribute to meeting order fulfilment objectives accurately and on time.

You will be responsible for:

• Receiving and inputting orders from field sales employees
• Raising sales invoices to be processed by the warehouse
• Providing administrative support to the UAE sales teams
• Coordinating movements of stock on a daily basis and reporting on non-delivery
• Communicating to the field sales teams on out of stock products
• Management and monitoring of customer service level agreements
• Ensuring customer service and customer expectations are exceeded for both internal and external customers
• Dealing with all customer queries quickly, efficiently and cost-effectively
• Ensuring all administrative paperwork systems are updated and that all required paperwork is completed in line with company guidelines
• Any other ad-hoc tasks as and when required

Qualification and Experience:

• Technical understanding: Ability to apply knowledge of policies and procedures, including telephone etiquette and know-how of technical systems used in the environment; basic computer and MS Office literacy is essential.
• Conceptual thinking: Recognizes patterns, uses concepts to find solutions, makes connections and simplifies complex material.
• Bachelor degree is desirable but not essential.

We have a purpose for Good

At Arla, we strive to unlock the highest potential in each other while working together to create a sustainable future of dairy. We call it Stronger People Stronger Planet and it is deeply anchored in our organisation and founded on our commitment to respecting human rights, increasing access to healthy dairy nutrition, inspiring good food habits, and improving the environment for future generations. In order to succeed, we need to hire people with a sustainable mindset. Could this be you?

Job Summary:
We are seeking a highly motivated and customer-focused Customer Service Representative with experience in Freezone operations . In this role, you will be the first point of contact for our customers, handling inquiries, resolving issues, and ensuring a seamless post-purchase experience. The ideal candidate has strong communication skills, a problem-solving mindset, and a deep understanding of Freezone procedures and customer expectations .

Key Responsibilities:

• Respond to customer inquiries via email, chat, phone, and social media in a timely and professional manner

• Resolve product, order, shipping, and return-related issues efficiently and empathetically

• Process orders, refunds, and exchanges through internal systems

• Monitor and manage customer reviews and feedback to enhance the customer experience

• Collaborate with logistics, warehouse, and product teams to address customer concerns

• Maintain accurate records of customer interactions in CRM tools

• Identify trends in customer issues and suggest improvements to internal processes

• Support promotional campaigns, product launches, and seasonal sales

Requirements:

• Proven experience as a Customer Service Representative, preferably in a Freezone environment

• Freezone experience is a must

• Familiarity with customer service tools and platforms

• Experience with CRM tools (e.g., Zendesk, Freshdesk, Salesforce)

• Excellent verbal and written communication skills

• Strong problem-solving abilities and attention to detail

• Ability to multitask and work in a fast-paced environment

• Positive attitude and team-oriented mindset

• (Preferred) Experience handling international customers or multi-language support