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customer service manager

Al-Futtaim

<div>Overview Of The Role: 
<ul><li>
The Customer Service Manager at Dubai Festival City Mall is responsible for leading the transformation of the customer experience into a hospitality-grade, world-class service model. This role champions a hospitality-first culture across all guest-facing functions to ensure every interaction reflects premium service standards. The manager oversees guest journey redesign, concierge innovation, service governance, tenant alignment, and data-driven experience enhancement, positioning the mall as a lifestyle destination rather than merely a retail environment. Success in this role involves visible leadership during peak periods, proactive problem-solving, and measurable improvements in guest satisfaction and loyalty.</li></ul> 

What You Will Do: 
<h4 class="jobSectionHeader">
Service Culture &amp; Hospitality Mindset</h4> 
<ul><li>
Develop and implement hospitality-grade service standards.</li><li>
Lead cross-functional service training programs across various departments including Security, FM, Housekeeping, Concierge, FOH/BOH.</li><li>
Establish service recovery protocols aligned with hotel industry best practices.</li><li>
Conduct regular service audits and coaching sessions to ensure standards are met.</li></ul><h4 class="jobSectionHeader"> 
Guest Journey Redesign &amp; Optimization</h4> 
<ul><li>
Oversee full customer journey mapping from arrival to exit.</li><li>
Redesign touchpoints such as parking, valet, wayfinding, concierge desks, and family amenities.</li><li>
Improve parking flow and first impression experiences.</li><li>
Optimize stroller services and accessibility support.</li><li>
Implement queue management standards to enhance guest satisfaction.</li></ul><h4 class="jobSectionHeader"> 
Concierge &amp; Personalized Guest Services</h4> 
<ul><li>
Introduce premium concierge offerings, including priority bookings, reservations, meet &amp; greet, and VIP assistance.</li><li>
Develop VIP lounge/service concepts for enhanced guest experiences.</li><li>
Integrate Blue Rewards to personalize recommendations and enhance member experiences.</li><li>
Collaborate with Marketing to create curated guest moments and secure event access for guests.</li></ul><h4 class="jobSectionHeader"> 
Experience Leadership on the Floor</h4> 
<ul><li>
Act as visible Duty Experience Manager during peak hours.</li><li>
Maintain active floor presence during weekends, events, and seasonal campaigns.</li><li>
Proactively engage with guests and tenants to address issues before escalation.</li><li>
Lead coordination meetings during peak periods to ensure service efficiency.</li></ul><h4 class="jobSectionHeader"> 
Service Standards, SOPs &amp; Compliance</h4> 
<ul><li>
Develop and update SOPs for Valet, Concierge, Guest Relations, Taxi, and VIP Services.</li><li>
Standardize protocols for cleanliness, scenting, music, ambiance, lighting, and presentation.</li><li>
Ensure FM, Security, and Housekeeping meet premium hospitality expectations.</li><li>
Conduct regular inspections to ensure quality and compliance with service standards.</li></ul><h4 class="jobSectionHeader"> 
Tenant Engagement &amp; Service Alignment</h4> 
<ul><li>
Conduct joint service workshops and tenant briefings to promote service consistency.</li><li>
Implement service scorecards to measure tenant service performance.</li><li>
Launch mystery shopper programs across retail and F&amp;B to monitor service levels.</li><li>
Share insights and improvement plans with tenants to enhance overall guest experience.</li></ul><h4 class="jobSectionHeader"> 
Data-Driven Experience Enhancement</h4> 
<ul><li>
Analyze footfall data, heatmaps, dwell time, and Blue Rewards insights to refine guest experience.</li><li>
Monitor complaint trends and implement corrective actions accordingly.</li><li>
Develop monthly experience dashboards to track performance and progress.</li><li>
Present actionable insights to senior leadership for strategic decision making.</li></ul><h4 class="jobSectionHeader"> 
Financial &amp; Operational Management</h4> 
<ul><li>
Oversee valet revenue targets and ensure financial goals are met.</li><li>
Manage operating budgets to maintain financial health.</li><li>
Optimize manpower planning for efficient service delivery.</li><li>
Ensure timely processing of quotations, LPOs, and invoices to support operational management.</li></ul> 

Required Skills To Be Successful: 
<ul><li>
Hospitality Operations</li><li>
Service Design &amp; Journey Mapping</li><li>
Customer Experience Strategy</li><li>
Budget &amp; Financial Management</li></ul> 

What Qualifies You For The Role: 
<ul><li>
Bachelor's Degree in Hospitality Management, Business Administration, or related field.</li><li>
Professional certification in Customer Experience or Hospitality is preferred.</li><li>
7-10 years of experience in hospitality, luxury retail, or premium mall management.</li><li>
Minimum 3-5 years in a managerial leadership role, preferably in hotel operations or luxury guest services.</li></ul></div>

Customer Service Manager

Majid Developments

<div>
 
 Company Description
 
 
 
 Majid Developments, based in Dubai, is a visionary real estate development company specializing in high-end, meticulously designed properties. Focused on redefining luxury living, the company is dedicated to delivering exceptional lifestyle experiences tailored to meet the aspirations of its discerning clientele. Every project reflects a commitment to quality, precision, and innovative design. With a strong emphasis on excellence, innovation, and sustainability, Majid Developments is shaping the future of real estate.
 
 
 
 Role Description
 
 
 
 This is a full-time, on-site role based in Dubai, United Arab Emirates for a Client Relations &amp; Customer Service Manager Senior Executive | Administrative Lead. The responsibilities include managing client relationships, ensuring high levels of customer satisfaction, overseeing customer service operations, and providing leadership to the administrative team. The role also involves analyzing customer feedback, developing strategies for improvement, and ensuring seamless communication across departments.
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Strong expertise in Customer Satisfaction and Customer Support
 </li>
 <li>
 Proven experience in Customer Service Management and team leadership
 </li>
 <li>
 Excellent Communication skills, both verbal and written
 </li>
 <li>
 Proficiency in Analytical Skills to assess and improve processes
 </li>
 <li>
 Ability to build and maintain lasting relationships with a diverse client base
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communication, or related field
 </li>
 <li>
 Experience in the real estate or luxury property industry is an advantage
 </li>
 <li>
 Demonstrated ability to work in a fast-paced, client-focused environment
 </li>
 </ul>
</div>

Client Relations & Customer Service Manager Senior Executive | Administrative Lead

BLCK Residence Vacation Homes Rentals

We are looking for a dynamic female Guest Experience Manager with a minimum of 1 year of local UAE market experience to join our team. The ideal candidate understands the high service standards expected in the region, from luxury hospitality to retail or entertainment sectors. You will be responsible for elevating customer satisfaction, handling VIP protocols, and leading the front-line guest service team.Requirements (Must-Haves):<ul><li>Minimum 1 year of Guest Relations, Front Office, or Customer Service Management experience within the UAE.</li><li>Excellent communication skills in English (Arabic, Russian, or Hindi is a plus).</li><li>Strong knowledge of UAE customer expectations.</li><li>Ability to work flexible shifts (including weekends and public holidays).</li></ul><ul><li>Holding a valid UAE driver's license is a plus.</li></ul>Click the &quot;Apply Now&quot; button on this Indeed posting and submit your CV through Indeed.(WhatsApp only &ndash; no calls): You may also share your CV via WhatsApp to: +971-56-2047600Job Types: Full-time, PermanentPay: AED4,000.00 - AED6,000.00 per monthApplication Question(s):<ul><li>Do you have a valid UAE driver's license?</li></ul>Experience:<ul><li>Guest Relationship: 1 year (Required)</li></ul>Work Location: In person

Female Guest Experience Manager (UAE Experience Required)

First Abu Dhabi Bank (FAB)

<div>
 
 Company Description
 
 
 
 First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We&rsquo;re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you&rsquo;ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger &ndash; together.
 
 
 
 Job Description
 
 
 
 To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience.
 
 
 Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues
 
 
 
 Specific Job Accountability
 
 
 
 <ul>
 <li>
 Provide excellent customer service by attending to incoming calls within the quality guidelines
 </li>
 <li>
 Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escalate as per process
 </li>
 <li>
 Recommend potential products or services to management by collecting customer information and analyzing customer needs
 </li>
 <li>
 Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores
 </li>
 <li>
 Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products
 </li>
 <li>
 Maintains customer records by updating customer history through service requests/complaints and Notes
 </li>
 <li>
 Maintain confidentiality of the bank&rsquo;s customers and data
 </li>
 <li>
 Ensure the business meets its obligations under the Bank&rsquo;s Policies and Standards and under local laws/regulations
 </li>
 <li>
 Attend to special tasks assigned by team leader and Managers
 </li>
 <li>
 Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
 </li>
 <li>
 Ensure self-punctuality, adherence of policies &amp; procedures and discipline to the Centre
 
 
 </li>
 </ul>
 
 Frameworks, Boundaries &amp; Decision-Making Authority
 
 
 
 <ul>
 <li>
 Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
 </li>
 <li>
 Authorized to take decisions as per the approved authorization matrix
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Minimum Qualifications:
 
 
 
 <ul>
 <li>
 High School
 
 
 </li>
 </ul>
 
 Minimum Experience
 
 
 
 <ul>
 <li>
 0 &ndash; 2 years relevant experience in banking sector
 
 
 </li>
 </ul>
 
 Knowledge, Skills, And Attributes
 
 
 
 <ul>
 <li>
 Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills
 </li>
 <li>
 Excellent communication skill in English &amp; Arabic
 
 
 </li>
 </ul>
</div>

Virtual Customer Service Executive - Emiratized Role

HSBC

<div>Service and Control Manager UAE National (40026)
Some careers grow faster than others.
If you&rsquo;re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC. 
The Service and Control Manager will support the country representatives in addressing channel experience issues meeting best in class standards and operating within regional and Global Regulatory frameworks.
To establish a customer centric culture &amp; strategy within the HBME Contact Center teams (offshore and onshore), including Contact Centre Calls and Conversational Banking services for both sales and services, in line with the IWPB Business needs to enhance Customer services and recommendation scores as well as customer loyalty and retention.
To have in place a proper Complaints Handling mechanism and perform detailed analysis to provide Senior Management with detailed Service Standards related MI on a consistent basis.
To perform robust root cause analysis of service complaints/iNPS and proactively put forth recommendations to promote excellent &amp; consistent customer service through joint up efforts across all functions within the Organization and with the channel and sharing of best-in-class practices with other markets, Global Services utilities and Global Contact Center operations in line with the IWPB Strategy.
Process review and re-engineering will be key focus to achieve quick wins as well as sustainable improvements for the channel and form the core foundation of the Customer Experience framework with coaching models, and quality monitoring tools.
Duties &amp; Responsibilities:<ul><li>
Working with project teams and redesigning chat flows designs incorporating Gen AI capabilities.</li><li>
Designing new and optimizing existing end to end customer journeys.</li><li>
Co-ordinate and oversee work to meet objectives and deadlines.</li><li>
Ensure both internal rules and external regulatory requirements are adhered to.</li><li>
Maintaining customer journey maps, reviewing and continuously improving existing journeys in line with ever changing customer demand, available technology, products and services.</li><li>
Work collaboratively with cross functional teams within HSBC Value Streams, including Operations and Digital</li><li>
Close working relationships with Group teams and third-party vendors</li><li>
Develop value adding relationships with WPB Customer Experience and GR Operations.</li><li>
Implement initiatives for customer groups to improve customer experience, by leveraging on iNPS for chat and Bot operations.</li><li>
Satisfaction and service quality evaluation initiatives.</li><li>
Coach and Monitor service performance according to agreed standards. Communicate findings to the stakeholders and take necessary steps to assist in improving service gaps identified.</li><li>
Ensure that processes and procedures are reviewed and in line with business requirements and uploaded to the contact center repository (iKnow).</li><li>
Produce detailed analysis and MI of Complaint trends to the Senior Management Team on a monthly basis.</li><li>
Ensure that the Conversational Banking and Bot journeys are operating in adherence to the regulatory requirements as well as local and Group Compliance modules.</li><li>
Timely implementation recommendations made by internal/external auditors and external regulators.</li><li>
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.</li></ul>
 Experience &amp; Qualifications:<ul><li>
Graduation degree is REQUIRED&ndash; to secure a UAE Visa and Work Permit</li><li>
Experienced in customer journey mapping, end to end (using Visio and FIGMA)</li><li>
Experienced in working on customer journey design, Gen AI, Bot design and effectively utilizing customer feedback and data to lead in your decisions</li><li>
A desire to find ways to continually improve the service delivered to our people and customers.</li><li>
The role holder will need to be comfortable working to tight deadlines in a fast paced, sprint based and agile way</li><li>
The ability to prioritize and reprioritize work to overcome challenges to consistently meet, exceed objectives</li><li>
Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences</li><li>
Excellent analytical skills and a good knowledge of excel</li><li>
An understanding of confluence and Jira</li><li>
Experience of collaboratively and effectively working with multiple business areas to deliver shared goals and outcomes.</li><li>
The role operates within WPB and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, where applicable, and different customer attitudes and requests daily.</li><li>
Knowledge of various WPB products.</li><li>
Excellent communication and Analytical skills.</li><li>
Read and understand the policies and procedures. Ensure that the process are followed in line with the procedures</li></ul>
For further details and application information please visit our careers site, searching under reference number.
We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hong Kong and Shanghai Banking Corporation Limited</div>

Service and Control Manager (UAE National)

Smiths Group

<div>Company Description 
John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, filtration systems, and predictive digital monitoring technologies.
We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards.
John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security &amp; defence, space &amp; aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries. 
Job Description<ul><li> 
Preparation of job quotations and Orders, including coding and pricing, in coordination with relevant Sales Manager and sister companies.</li><li>Preparation of Contracts Price Lists/LTPAs across the MENA region.</li><li>Review of Contract / Tender Terms and conditions.</li><li>Support external sales team with specific customer account information,</li><li>Networking and communication with customers, agents, and other JC operations.</li><li>Review customers enquiries and orders</li><li>Following up and monitoring of internal order processing and delivery performance.</li><li>Assist finance in resolving payment issues in case of product discrepancies.</li><li>Use of SAP, C4C business system and its relevant modules.</li><li>Work with other departments to expedite the service to customers.</li><li>Prepare notifications for non compliances.</li><li>Review LOC for commercial terms and conditions.</li><li>Ensures quality &amp; safety within functions/ tasks performed by himself/herself and staff reporting to him/her</li><li>Responsible for exercising due diligence towards health &amp; safety of self and others within the organization</li><li>Ensures compliance with the applicable HSE instructions, requirements, laws and regulations received from customers, regulatory and statutory bodies</li></ul> 
Qualifications 
Education/Training: Diploma or University Degree in Economics, Commerce or similar field
Experience: 5+ years of professional experience in sales or commercial administration in particular handling export and shipping documents and LOCs. Experience of working in a multinational and multicultural environment
Knowledge/Skills: Technical knowledge of or ability to learn SAP/C4C system
Product knowledge or ability to learn about John Crane product portfolio &amp; product codes.
Excellent MS Office background
Languages: English&amp; French language preferred. Speaking in Arabic is an advantage 
Additional Information 
With colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity.
Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network.
Join us for a great career with competitive compensation and benefits, while helping engineer a better future.<div></div>
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation &ndash; including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career&rsquo;s website (Careers - Smiths Group plc)</div>

Customer Service Team Member

HOSS Kitchen LLC

Job Summary:We are looking for a dynamic and organized Office Administrator &amp; Sales Management to oversee daily office operations while driving sales growth for our rent-a-car business. The ideal candidate should have strong administrative skills, customer handling experience, and a valid UAE driving license.Key Responsibilities:Office Administration:<ul><li>Manage day-to-day office operations and ensure smooth workflow</li><li>Maintain records of vehicle registrations, insurance, and renewals</li><li>Handle documentation, contracts, and filing systems</li><li>Coordinate with PROs for RTA, licensing, and legal requirements</li><li>Monitor fleet availability and coordinate vehicle allocation</li><li>Prepare reports on operations, expenses, and performance</li></ul>Sales &amp; Customer Management:<ul><li>Handle customer inquiries (walk-ins, calls, and online platforms)</li><li>Generate new business through corporate clients and individual customers</li><li>Manage bookings, reservations, and rental agreements</li><li>Achieve monthly sales targets and maximize fleet utilization</li><li>Build and maintain strong relationships with clients</li><li>Handle customer complaints and ensure high service standards</li></ul>Operations Coordination:<ul><li>Coordinate with drivers and logistics for vehicle delivery and collection</li><li>Ensure vehicles are maintained, clean, and ready for rental</li><li>Monitor fines, Salik, and traffic violations</li><li>Support marketing activities and promotions</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree or equivalent (Business Administration preferred)</li><li>Minimum 2&ndash;4 years of experience in rent-a-car, automotive, or related industry</li><li>Valid UAE Driving License (Mandatory)</li><li>Strong communication and negotiation skills</li><li>Good knowledge of RTA rules, vehicle documentation, and fleet handling</li><li>Proficiency in MS Office and basic CRM systems</li><li>Ability to multitask and work under pressure</li></ul>Preferred Skills:<ul><li>Experience in car rental software systems</li><li>Existing client database or corporate contacts</li><li>Sales-driven mindset with strong customer service skills</li></ul>Job Types: Full-time, PermanentPay: AED4,000.00 - AED6,000.00 per monthApplication Question(s):<ul><li>Do you have a valid UAE driving license?</li><li>How many years of experience do you have in the rent-a-car company?</li><li>Are you willing to proceed with a role offering AED 4,000 to AED 6,000 per month?</li></ul>Work Location: In person

Office Administrator & Sales Manager – Rent a Car

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