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customer service manager

Sharjah Islamic Bank

Careers for a Changing World of Islamic Banking. Customer Service Manager Posted On 12 Sep, 2025Type PermanentJob Category Retail Banking - BranchesJob 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:<ul><li>Provide high-level customer service and ensure a smooth and efficient customer experience.</li><li>Attend to and resolve issues and complaints that arise with customers. Refers to higher supervision in cases required.</li><li>Liaises with Head Office on behalf of customers to ensure follow up and timely processing of their complaints, problems, etc.</li><li>Promote and encourage the use of digital banking solutions available within the branch to enhance service efficiency.</li><li>Identify and address bottlenecks that may affect customer wait times, implementing solutions to improve service flow.</li><li>Monitor and report any technical issues or malfunctions related to ATMs or Multi-Function Kiosks (MFKs) within the branch.</li><li>Ensure all customers are attended to in a timely and satisfactory manner, maintaining service quality standards</li></ul>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 practicesAdhere to all bank's policies and procedures.Qualifications, Experiences & Technical Skills:<ul><li>Minimum Experience: 1-2 years experience in the same function</li><li>Language Skills: Arabic & English (Proficient)</li><li>Computers/ Systems / Software Skills: Good command of MS Office</li></ul>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.

Customer Service Manager, Dubai & Sharjah

Petrame

<ul><li>Job Title: Customer Service Manager</li><li>Job Ref: CS-MGR-250825</li><li>Opening: 1</li><li>Career Level: Manager / Mid-Senior Level</li><li>Location: Dubai - UAE</li><li>Hybrid (Onsite and Remote) / Flexible Location: Option available for senior, highly skilled, and experienced applicants.</li><li>Education: Bachelor's degree in Business Administration, Management, or related field.</li><li>Experience: 5-8 Years in customer service, with at least 2 years in a supervisory or managerial role.</li><li>Industry Focus: Weighing Equipment, Lifting & Material Handling, Mechatronics, and Industrial Automation.</li></ul> Introduction We are seeking a Customer Service Manager to lead our customer support division, ensuring exceptional service delivery, efficient complaint resolution, and a seamless customer experience. This role requires a strong leader who can build, manage, and improve customer service operations in line with company standards and industry best practices. Responsibilities <ul><li>Lead and manage the customer service team to deliver professional, efficient, and high-quality support.</li><li>Develop and implement policies, procedures, and service standards.</li><li>Oversee inbound and outbound customer interactions across phone, email, and digital channels.</li><li>Resolve escalated issues and maintain strong customer relationships.</li><li>Monitor customer feedback, satisfaction, and response times to ensure service excellence.</li><li>Collaborate with sales, technical, and operations teams to ensure smooth customer experiences.</li><li>Recruit, train, and coach customer service staff.</li><li>Prepare regular reports on customer service performance and recommend improvements.</li><li>Implement technology and CRM tools to optimize support processes.</li></ul> Qualifications <ul><li>Bachelor's degree in Business Administration, Management, or related field.</li><li>5-8 years of experience in customer service, with at least 2 years in a leadership/managerial role.</li><li>Strong leadership and problem-solving skills.</li><li>Excellent communication and interpersonal skills.</li><li>Experience with CRM systems and customer support tools.</li><li>Familiarity with industrial products, weighing systems, or automation is a plus.</li></ul> What We Offer <ul><li>Salary: Competitive package tailored to attract the best.</li><li>Working Days: Monday to Friday, with a 2-day weekend.</li><li>Benefits: Employment visa, annual paid leave, insurance, transportation, and more.</li><li>Location: Positions available in Dubai.</li><li>Remote: Working remotely can be an option for some positions and senior staff.</li></ul>How to Apply<ul><li> Click here to submit your CV to our WhatsApp </li><li>Complete the Online Application Form: For a preferred method of submission, click the 'Apply for this job' button below to fill out and submit the official online application form.</li></ul>

Customer Service Manager Petra Mechatronics

Mashreq Corporate & Investment Banking Group

MashreqBankDESCRIPTION1Job TitleAssistant Relationship Manager, Digital Portfolio ,NeoBizDepartmentBusiness BankingDirect SupervisorArea Manager - NEOBizJob Number2 Job PurposeTo support the portfolio of Mashreq NEOBiz clients with personalized and standardized service and also manage the overall service and operational quality across the Mashreq NEOBiz portfolio assigned.The job holder is required to enhance Mashreq NEOBiz sales and promote the cross selling of bank products to existing and potential priority clients through various marketing efforts.3 DimensionsOperating BudgetNumber of Staff1Capital Exp. BudgetOtherRelationship managementWork closely with Relationship Managers and Regional Area Managers to identify desired service levels. Work on projects with Client Experience Manager or Governance as required to improve and standardize overall client services across all channels and contribute to developing and implement agreed actions Responsible to drive and ensure all requests are received and processed digitally first.Ensure smooth flow of all applications and requests including account opening and ownership of discrepant cases from sales channels.Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, RMs or directly from customers.Provide regular feedback to Product Managers on process / service related issues.Meeting the service standards and turnaround time s outline with SLA.Risk management and GovernanceAssist the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.Actively participate and contribute to reduce Rejects and Referrals on all products sourced by Relationship Managers, by acting as a checker and providing feedback.Ensure expired and overdue KYC, Visa, Passport, Emirates are updated on a timely basis.Represent Mashreq NEOBiz in liaising with audit for operational issues/ working with Relationship Managers in rectifying all audit objections and queries. Ensure excellent quality of KYC is maintained on all Mashreq NEOBiz clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required. Administration &amp; ReportingEnsure client records and transactions are recorded/processed on the system in a timely/accurate manner. Assist the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.Share RM wise NPS/ Complaint verbatim on a weekly basis as per service pack to Relationship Managers and Area Manager and gather feedback and conduct service recovery callsEnsure effective handling of customer complaints/inquiries for Mashreq NEOBiz Clients.Monitor customer feedback to ensure Mashreq NEOBiz standards are met at all levels. Drive CRM usage at frontline for respective team, act as CRM champion and ensure all customer interactions (Complaints, Service Request etc) are appropriately recorded in CRM, check by way of sample. Provide bi-weekly feedback to Manager Customer Experience as per  Service Pack  Governance and AuditSupport Relationship Managers with KYC, FATCA and to have updated client information.Assist with effective implementation of all audit recommendations and procedures as advised by Senior ManagementRefer all matters of non-routine nature to appropriate superiors.Ensure timely follow up with RM for margin calls and follow the corrective action by advising the CAU manager for liquidation of the shares.To manage and monitor the authenticity of the applications and other credit facilities by pre-screening and process where applicable the applications / requests effectively ensuring that all financial and non-financial parameters are adhered with proper signoff at every stage.Identify anomalies in lodgment, pledging or withdrawal process and highlighting such anomalies to the unit management for onward follow-up / procedural change.Area ManagersHandle all customer queries that have been escalated to an Area Manager for intervention, ensure these are logged in CRM and conduct independent investigation and propose to Area Manager course and suggested actionAct as Employee Engagement coordinator for dedicated Area Managers.Document and share (as per format provided) any feedback from frontlineAlternate ChannelsStrategize on how to increase penetration of alternate channel usage within teams Help with any ad-hoc outbound calling exercises as designated periodically by Manager client experience100% Instant Debit Card &amp; Cheque Books to be issuedRemittance / CASA / Credit Card/ Insurance / Investment Reject Rates to be under 5% Champion at least two service campaigns when launched.Support RM to resolve all customer issues.Operating Environment, Framework and Boundaries, Working RelationshipsTo ensure that a consistently high level of relationship management customers services is maintained and thus contributing positively to the image of the Bank.Contribute to effective training and development of staff if is required.Ensure mails received from all the teams addressed to processing department are sent on a timely basis.Ensure all acknowledgement received processing department from are appropriately filed.Ensure all filing cabinets are locked at the end of day and all obsolete files / registers are regularly sent for archiving.Keep the work area clean and tidy.Problem SolvingThe ARM will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Center).Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.Decision Making Authority &amp; ResponsibilityThe ARM will be empowered to take decision on financial and non financial issues of the customer.ARM will be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.Thorough knowledge of products, services policies and processes of retail banking in Mashreqbank.The job holder will have to possess the following skills:Problem solving skills.Communication skills.Interpersonal skills.Ability to work under pressure.Computer literacy.The job holder should have completed his high school, university graduates are better to have. They should have 2-3 years banking experience or experience in any other.

Assistant Relationship Manager

HAZAR FASHION DESIGN

<ul><li> Responsible for Managing and supervising the overall sales operations of sales.</li><li> Provide on-job training, advice and support to the sales and customer service team, supporting to </li><li>work on their areas of development, helping to improve their ongoing performance. </li><li> Ensure exceptional customer service standards are met at all times, to maintain the well and established brand reputation. </li><li> Closely monitor the daily and monthly Sales targets </li><li> Responsible for the decision of final pricings for all dresses, in coordination with Finance </li><li>Manager. </li><li> Brief and advise the customers about design and most suitable material for customized dresses. </li><li> Liaise and coordinate with production for all customer requirements. </li><li> Continual follow-up with production to ensure high quality is being met and deadlines are </li><li>adhered to. </li><li>Communicate & coordinate the technical decisions of production back to the customer in a </li><li>tactful manner. </li><li>Conduct meetings with Designers and Sales & production coordinator, discuss. plan and finalize </li><li>monthly collection. </li><li> Recurrent follow-ups with production to ensure high quality is being met and deadlines are </li><li>completed. </li><li> Liaise and coordinate with production for all customer requirements. </li><li> Conduct monthly KPI meeting with HR Manager, and monitoring the sales team performance. </li><li> Coordinate, Plan, discuss and finalize fabric requirement with the Designer. </li><li> Oversee and manage smooth operations of showroom at all times to ensure it is well-organized.</li></ul>

Sales Manager

Van Cleef & Arpels

Reporting to the Boutique Manager, you will be responsible for the stock management and back-office set-up, controlling customer service flows and repairs in their boutique. In this function you will:
<ul>
<li>Receive stock, transfer pieces, handle special product requests, and prepare omnichannel orders</li>
<li>Manage cash &amp; bill procedures, and provide activity reports such as reservation, consignment, stock, sales reconciliation, traffic, etc.</li>
<li>Manage the customer service flows to/from the boutique, control all repairs, and perform customer service activities allowed in the boutique</li>
</ul>
More than a role . We recruit for a career!
By joining Van Cleef &amp; Arpels you will be part of a Maison where employee career development is at the heart of our ambition.
Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.

Stock Administrator

ZOOMLION MIDDLE EAST

<div>
 
 
 ZOOMLION
 
 is seeking for an experienced and detail-oriented
 
 Service Management Manager
 
 to join our team in
 
 Dubai, UAE
 
 . This role is responsible for overseeing service execution quality, optimizing service processes, coordinating cross-department resources, and managing customer service operations to ensure a high standard of service delivery and customer satisfaction.
 
 
 
 
 
 
 
 
 
 DUTIES AND RESPONSIBILITIES:
 
 
 
 ➤ Monitor the quality of service operations and process compliance; identify and report service quality issues, major product quality concerns, and anomalies.
 
 
 ➤ Collect and analyze system-related issues; propose process optimization improvements and ensure proper implementation.
 
 
 ➤ Coordinate service resources, identify anomalies such as resource shortages or unauthorized usage, and ensure efficient inter-departmental resource coordination.
 
 
 ➤ Establish and manage customer service centers; oversee customer feedback channels and complaint resolution processes.
 
 
 ➤ Lead department development, including recruitment, training, and performance management of team members.
 
 
 ➤ Execute other key tasks assigned by headquarters or senior management.
 
 
 
 
 
 
 
 
 
 REQUIREMENTS:
 
 
 
 ✔️ Bachelor&rsquo;s degree in Business Administration, Operations Management, or a related field.
 
 
 ✔️ Minimum 5 years of experience in service management or operations, with at least 2 years in a supervisory or managerial role.
 
 
 ✔️ Strong analytical and problem-solving skills with a proactive mindset.
 
 
 ✔️ Excellent coordination, communication, and leadership skills.
 
 
 ✔️ Proficiency in service management tools and MS Office applications.
 
 
 ✔️ With valid UAE driving license
 
 
 
 
 
 
 
 
 🌟Join
 
 ZOOMLION
 
 in transforming the landscape of high-end equipment manufacturing and advance your career in a role that blends innovation with flexibility.
 
 
 
 
 
 
 
 
 🙋 &male;️ Know someone who might be interested?
 
 
 📨 Kindly click
 
 EASY APPLY and attach your CV
 
 or send your CV at
 
 hr.zoomlionuae@gmail.com
 
 
 
 
</div>

Service Management Manager

Idealz Holding

<div>
 
 
 At a Glance:
 
 
 
 👨&zwj;💻&nbsp;
 
 Position:
 
 &nbsp;Senior Manager &ndash; Customer Experience
 
 
 👫&nbsp;
 
 Team:
 
 &nbsp;Customer Experience &amp; Operations
 
 
 📍&nbsp;
 
 Location:
 
 &nbsp;Dubai, United Arab Emirates
 
 
 📄&nbsp;
 
 Contract:
 
 &nbsp;Full-time
 
 
 🏢&nbsp;
 
 Type:
 
 &nbsp;On-site
 
 
 💷&nbsp;
 
 Benefits:
 
 &nbsp;Competitive package with performance incentive
 
 
 
 
 
 
 About Us 🥇
 
 
 
 At&nbsp;
 
 Idealz Holding
 
 , we&rsquo;re redefining retail with our unique&nbsp;
 
 &ldquo;Shop &amp; Win&rdquo;
 
 &nbsp;model &mdash; transforming everyday shopping into extraordinary experiences 🎉. With a footprint across 4 continents and over&nbsp;
 
 $100M in prizes awarded
 
 , Idealz stands at the intersection of&nbsp;
 
 commerce, innovation, and customer delight
 
 &nbsp;🚀.
 
 
 Customer experience is at the heart of everything we do. Every purchase, every draw, every win &mdash; it all begins and ends with how we make our customers feel.
 
 
 
 
 
 
 Role Description 📝
 
 
 
 We&rsquo;re looking for a&nbsp;
 
 Senior Manager &ndash; Customer Experience
 
 &nbsp;who will lead and elevate how customers interact with Idealz across every touchpoint. This role demands a balance of strategy, empathy, and operational excellence. You&rsquo;ll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.
 
 
 You&rsquo;ll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand 🎯.
 
 
 
 
 
 
 What You&rsquo;ll Be Doing ✅
 
 
 <ul>
 <li>
 Own and evolve the&nbsp;
 
 end-to-end customer experience strategy
 
 , from onboarding to retention.
 </li>
 <li>
 Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
 </li>
 <li>
 Develop&nbsp;
 
 CX frameworks and KPIs
 
 &nbsp;to measure and continuously improve performance.
 </li>
 <li>
 Design and refine&nbsp;
 
 customer journeys
 
 , identifying friction points and optimizing touchpoints.
 </li>
 <li>
 Partner with technology and product teams to integrate&nbsp;
 
 CX insights
 
 &nbsp;into platform improvements.
 </li>
 <li>
 Implement&nbsp;
 
 VOC (Voice of Customer)
 
 &nbsp;programs and feedback loops to inform decisions.
 </li>
 <li>
 Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.
 </li>
 <li>
 Handle escalations and critical cases with professionalism and tact.
 </li>
 <li>
 Collaborate with Marketing &amp; Communications to ensure customer feedback is reflected in brand messaging.
 </li>
 <li>
 Champion a&nbsp;
 
 customer-first culture
 
 &nbsp;across the organization.
 </li>
 </ul>
 
 
 
 
 
 Skills &amp; Qualifications 🧩
 
 
 <ul>
 <li>
 10&ndash;12 years of experience in&nbsp;
 
 customer experience, customer success, or service operations
 
 , preferably in retail, e-commerce, or lifestyle brands.
 </li>
 <li>
 Proven track record of&nbsp;
 
 leading CX teams
 
 &nbsp;and driving measurable improvements in satisfaction and loyalty.
 </li>
 <li>
 Strong analytical mindset &mdash; able to translate data and feedback into actionable strategies.
 </li>
 <li>
 Deep understanding of&nbsp;
 
 CX tools, CRMs, and service technologies
 
 &nbsp;(Zendesk, Salesforce, Freshdesk, etc.).
 </li>
 <li>
 Excellent communication, leadership, and problem-solving skills.
 </li>
 <li>
 Passion for delivering&nbsp;
 
 exceptional, emotionally resonant customer experiences
 
 .
 </li>
 <li>
 Bachelor&rsquo;s/Master&rsquo;s degree in Business, Marketing, or related field.
 </li>
 </ul>
 
 
 
 
 
 The Process ➡️
 
 
 <ul>
 <li>
 Initial screening with Global Head of HR
 </li>
 <li>
 Case study / customer journey assignment
 </li>
 <li>
 Interview with General Manager
 </li>
 <li>
 Final interview with CEO
 </li>
 </ul>
 
 
 
 
 ⏱️ Process typically concludes within 3&ndash;4 weeks
 
 
 
 
 
 
 Why Join Idealz ⁉️
 
 
 
 At&nbsp;
 
 Idealz Holding
 
 , you&rsquo;ll join a&nbsp;
 
 fast-paced, globally recognized brand
 
 &nbsp;where innovation meets customer obsession. This role offers the opportunity to&nbsp;
 
 shape the customer experience backbone
 
 &nbsp;of a company reinventing retail 🌍. You&rsquo;ll have the autonomy to build, lead, and transform &mdash; making every customer interaction a winning one 🏆.
 
</div>

Sr. Manager Customer Experience

Explore 8771+ Customer service manager in Dubai United Arab Emirates this November. Find roles across top companies and apply now to boost your career.