Customer Service Manager

Role Summary

The Customer Service Manager will oversee all customer service and contact center operations, ensuring exceptional client satisfaction while maintaining company standards and procedures. This role requires strong leadership skills, a data-driven approach to service quality, and a deep understanding of local culture to effectively manage client relationships and team dynamics.

Key Responsibilities

• Lead and develop the customer service and call center team to deliver exceptional service standards
• Own and drive improvement of Net Promoter Score (NPS), CSAT, and other key service quality metrics across all customer touchpoints
• Handle escalated customer complaints and provide effective, timely resolutions
• Implement and maintain customer service processes, workflows, and systems, including CRM and call center technology platforms
• Monitor call center KPIs (average handling time, first-call resolution, response/resolution SLAs, call volume trends) and provide coaching to improve team performance
• Analyze customer feedback, NPS trends, and service data to identify root causes and implement corrective action plans
• Build and maintain strong relationships with key clients
• Evaluate and recommend improvements to customer service technology (call center software, ticketing systems, IVR, reporting dashboards) in coordination with IT
• Ensure compliance with company policies, procedures, and data privacy standards
• Prepare regular performance reports and NPS/service metrics dashboards for senior management

Requirements

• Strong process-oriented mindset with ability to develop, optimize, and scale systems
• Proven leadership experience managing customer service or call center teams
• Working knowledge of NPS/CSAT methodologies and how to translate data into action plans
• Familiarity with call center technology and CRM platforms (e.g., ticketing systems, IVR, call analytics tools)
• Excellent team collaboration abilities
• Hands-on experience resolving complex customer complaints
• Strong problem-solving skills and attention to detail
• Dedication to delivering exceptional customer experiences

Note: This job description is not exhaustive, and other duties may be assigned as per business needs

.Qualification

• sBachelor's degree in Business Administration, Customer Service Management, or related fiel
• dMinimum 10 years' experience in customer service management, including experience managing a call/contact cente

RSkill

• sSoft

Skills

Excellent organizational and time management skills; strong written and verbal communication abilities; high level of professionalism and attention to detail; ability to work independently and handle multiple tasks simultaneousl

• yTechnical

Skills

Proficiency in Microsoft Office Suite, CRM systems, and call center/contact center software; comfortable working with performance dashboards and reporting tool

• sLanguages: English (required), Arabic (a plus