customer services manager

1004 Mart

<p><b>JOB DESCRIPTION</b></p><p><b>Position:</b> Online Community &amp; Customer Service Specialist <b>Location:</b> Dubai, UAE <b>Type:</b> Full-Time</p><p><b>KEY RESPONSIBILITIES</b></p><p><b>Community Management</b></p><ul><li>Regularly update and grow company communities on Instagram and WhatsApp</li><li>Create and post engaging content to keep communities active and informed</li><li>Monitor interactions, respond to comments, and maintain a positive brand presence</li></ul><p><b>Customer Service</b></p><ul><li>Handle customer inquiries, complaints, and feedback across Instagram and WhatsApp</li><li>Ensure timely, professional, and friendly responses at all times</li><li>Maintain logs of customer interactions and flag recurring issues</li></ul><p><b>WhatsApp Setup &amp; Management</b></p><ul><li>Set up and manage WhatsApp Business account including automated replies, catalogs, and broadcast lists</li><li>Build and maintain customer contact lists and segmented broadcast groups</li><li>Run WhatsApp campaigns for promotions, updates, and re-engagement</li></ul><p><b>REQUIREMENTS</b></p><ul><li>2+ years in community management, customer service, or social media</li><li>Hands-on experience with WhatsApp Business</li><li>Strong written and verbal communication in English (Arabic is a plus)</li><li>Consistent, proactive, and able to manage multiple conversations simultaneously</li><li>Familiar with Instagram and Meta Business Suite</li></ul><p>Pay: AED6,000.00 per month</p><p>Work Location: In person</p>

Online Community & Customer Services Manager

WSSC Water

<p></p><div><div><div><div><div><div><div>The <b>Sr.</b> <b>Manager, Customer Care</b> directs and manages customer-oriented services and outreach activities for the Commission, and provides oversight of WSSC Water&rsquo;s customer call center
</div></div></div><br>
<div><div><b>Essential Functions</b></div>
<div><ul><li>Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination</li><br>
</ul><p></p><br>
<ul><li>Directs and manages all operations that are related to the process of developing customer bills and responding to customer billing and maintenance inquiries</li><br>
</ul><div></div><br>
<ul><li>Evaluates and resolves the more complex customer complaints/problems</li><br>
</ul><div></div><br>
<ul><li>Identifies, recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines</li><br>
</ul><div></div><br>
<ul><li>Builds good working relationship with all WSSC Water customers including residential and commercial customers as well as the plumbing and development communities and local government officials</li><br>
</ul><div></div><br>
<ul><li>Oversees the update and implementation of policies and procedures to ensure efficient customer billings and other services</li><br>
</ul><div></div><br>
<ul><li>Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers&rsquo; inquiries concerning the status of payment, charges and refunds</li><br>
</ul><div></div><br>
<ul><li>Oversee the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries and the like and maintains correspondence files and controls</li><br>
</ul><div></div><br>
<ul><li>Prepares and administers the budget of the Division</li><br>
</ul><div></div><br>
<ul><li>Oversees evaluation of claims filed against WSSC Water</li><br>
</ul><div></div><br>
<ul><li>Oversees and evaluates the work of in-house or third-party claims adjusters who administer WSSC Water&rsquo;s self-insurance program</li>
</ul></div></div><br>
<div><div><b>Other Functions</b></div>
<div><div>Performs other related duties, as required</div>
</div></div><br>
<div><div><b>Work Environment And Physical Demands</b></div>
<div><div>Work is performed in business casual office setting</div>
</div></div><br>
<div><div><b>Required Knowledge, Skills, And Abilities</b></div>
<div><ul><li>Comprehensive knowledge of the customer service databases and IS tools; comprehensive knowledge of the principles, techniques and methods of management</li><br>
</ul><p></p><br>
<ul><li>Good knowledge of water/sewer billing system, and customer relations on several levels (routine and emergency)</li><br>
</ul><div></div><br>
<ul><li>Ability to plan, direct and coordinate the activities of a complex diversified customer care organization</li><br>
</ul><div></div><br>
<ul><li>Expert operational knowledge of call center telecommunications, workforce management, and quality management technology, including interactive voice response system and call management system</li><br>
</ul><div></div><br>
<ul><li>Good interpersonal communication skills</li><br>
</ul><div></div><br>
<ul><li>Ability to handle General Manager, Commissioner and Inspector General level escalations</li><br>
</ul><div></div><br>
<ul><li>Ability to communicate effectively both verbally and in writing</li><br>
</ul></div></div><div></div><br>
<br>
<div><div><b>Minimum Education, Experience Requirements</b></div>
<div>Bachelor&rsquo;s degree<br>
<ul><li>
<br>
<br>
</li><li><b>8+ years experience in contact center operations </b>and related departments that includes:
<ul><li><b>5+ years&rsquo; experience in billing and collections</b></li>
<li><b>3+ years&rsquo; experience managing a large customer service team</b></li>
<li>2+ years&rsquo; experience preparing and presenting verbal and written report</li></ul></li></ul></div></div></div></div></div></div><p></p>

Sr. Manager, Customer Care (Call Center)

ATHGADLANG

<p>Referal Hiring:<br/>Customer Success Manager &ndash; GCC<br/>Location: UAE<br/>Hiring a Customer Success Manager- Manpower Consultancy Experience Only to manage and grow client relationships across the GCC while delivering a compliant, high-quality employee lifecycle experience within an EOR and workforce solutions environment.<br/>Key Requirements<br/>5+ years&rsquo; experience within a leading consultancy, recruitment, outsourcing, or workforce solutions firm in the GCC.<br/>Strong regional exposure across KSA, UAE, and Qatar is essential.<br/>Proven background managing enterprise or multi-country client accounts.<br/>Strong understanding of GCC labour laws, onboarding, contracts, visa processes, and employee lifecycle management.<br/>Experience working in fast-paced, client-facing environments with strong operational and compliance focus.<br/>Excellent stakeholder management, communication, and problem-solving skills.<br/>Key Responsibilities<br/>Act as the primary point of contact for GCC clients and employees.<br/>Manage onboarding, contracts, employee support, and offboarding processes.<br/>Coordinate labour law and immigration compliance across GCC markets.<br/>Resolve client and employee issues efficiently while maintaining service excellence.<br/>Partner with HR, payroll, legal, finance, and operations teams to ensure seamless service delivery.<br/>Support client retention, operational improvements, and account growth initiatives.<br/>Preferred Background<br/>Candidates from major recruitment, consulting, HR outsourcing, EOR, or professional services firms with strong GCC market knowledge will be highly regarded.<br/>Please share your resumes via Linkedin dm by mentioning &quot;referral hiring&quot; , current salary and salary expectations.</p><p>Work Location: In person</p>

Accounts Manager- Customer Relationship Management- Manpower Consultancy Services Experience Only

QNB Group

<div>
 <strong>
  About QNB
  <br/>
  <br/>
 </strong>
 Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
 <br/>
 <br/>
 QNB Group&rsquo;s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.
 <br/>
 <br/>
 QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
 <br/>
 <br/>
 Based on the Group&rsquo;s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.
 <br/>
 <br/>
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 <br/>
 <br/>
 <strong>
  Job Purpose Summary
  <br/>
  <br/>
 </strong>
 The incumbent is mainly responsible for providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group&rsquo;s products and services and encouraging customers to increase their business with the Group.
 <br/>
 <br/>
 <strong>
  Essential Duties &amp; Responsibilities By Dimensions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Shareholder &amp; Financial:
  </li>
  <li>
   Proactively market the Group&rsquo;s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
  </li>
  <li>
   Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
  </li>
  <li>
   Implements KPI&rsquo;s and best practices for Associate, Customer Services
  </li>
  <li>
   Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
  </li>
  <li>
   Act within the limits of the powers delegated to the incumbent.
  </li>
  <li>
   Customer (Internal &amp; External):
  </li>
  <li>
   Enhance the Group&rsquo;s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
  </li>
  <li>
   Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
  </li>
  <li>
   Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
  </li>
  <li>
   To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.
  </li>
  <li>
   Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn around time.
  </li>
  <li>
   Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.
  </li>
  <li>
   Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
  </li>
  <li>
   Internal (Processes, Products, Regulatory):
  </li>
  <li>
   Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
  </li>
  <li>
   Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
  </li>
  <li>
   Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
  </li>
  <li>
   Coordinate with tellers and branch operations staff on an &ldquo;as is needed&rdquo; basis to ensure smooth operations, and timely and friendly service delivery.
  </li>
  <li>
   Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers&rsquo; signatures.
  </li>
  <li>
   Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
  </li>
  <li>
   Refer to Manager, Customer Services for any unresolved queries on transactions handled.
  </li>
  <li>
   Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.
  </li>
  <li>
   Ensures compliance to internal service quality standards and compliance to audit requirements
  </li>
  <li>
   Learning &amp; Knowledge:
  </li>
  <li>
   Possess working knowledge of branch customer service to carry out duties and responsibilities.
  </li>
  <li>
   Identify related areas for professional development of self.
  </li>
  <li>
   Proactively identify areas for professional development of self and undertake development activities.
  </li>
  <li>
   Seek out opportunities to remain current with all developments in professional field.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education And Experience Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   College Diploma
  </li>
  <li>
   OR
  </li>
  <li>
   High School
  </li>
  <li>
   No years of experience required
   <br/>
   <br/>
  </li>
 </ul>
 Note: you will be required to attach the following:
 <br/>
 <br/>
 <ul>
  <li>
   Resume/CV
  </li>
  <li>
   Passport
  </li>
  <li>
   QID
  </li>
  <li>
   Education Certificate
  </li>
  <li>
   Birth Certificate
  </li>
 </ul>
</div>


QNB3736 - Officer Customer Services (Qatarization)

<div>
 <strong>
  About QNB
  <br/>
  <br/>
 </strong>
 Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
 <br/>
 <br/>
 QNB Group&rsquo;s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.
 <br/>
 <br/>
 QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
 <br/>
 <br/>
 Based on the Group&rsquo;s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.
 <br/>
 <br/>
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 <br/>
 <br/>
 <strong>
  Job Purpose Summary
  <br/>
  <br/>
 </strong>
 The incumbent is mainly responsible for leading a team of customer service representatives in providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group&rsquo;s products and services and encouraging customers to increase their business with the Group.
 <br/>
 <br/>
 <strong>
  Essential Duties &amp; Responsibilities By Dimensions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Shareholder &amp; Financial:
  </li>
  <li>
   Proactively market the Group&rsquo;s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
  </li>
  <li>
   Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
  </li>
  <li>
   Implements KPI&rsquo;s and best practices for Manager, Customer Services
  </li>
  <li>
   Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
  </li>
  <li>
   Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
  </li>
  <li>
   Demonstrate clear understanding of the important factors behind the bank's financial &amp; non-financial performance.
  </li>
  <li>
   Customer (Internal &amp; External):
  </li>
  <li>
   Enhance the Group&rsquo;s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
  </li>
  <li>
   Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.
  </li>
  <li>
   Resolves escalated customer complaints and ensures timely resolution of the same
  </li>
  <li>
   Aims to increase bank&rsquo;s market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
  </li>
  <li>
   Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
  </li>
  <li>
   Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.
  </li>
  <li>
   Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
  </li>
  <li>
   To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.
  </li>
  <li>
   Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
  </li>
  <li>
   Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.
  </li>
  <li>
   Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
  </li>
  <li>
   Internal (Processes, Products, Regulatory):
  </li>
  <li>
   Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
  </li>
  <li>
   Maintain customer services area files, database, records, registers and logs under control.
  </li>
  <li>
   Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
  </li>
  <li>
   Coordinate with Tellers on an &ldquo;as is needed&rdquo; basis to ensure smooth operations, and timely and friendly service delivery.
  </li>
  <li>
   Lead and direct the daily activities for Customer Service unit including, but not limited to;
  </li>
  <li>
   checking customers&rsquo; applications for different types of products and services,
  </li>
  <li>
   checking loan applications and loan agreements before submitting the same for approvals,
  </li>
  <li>
   authorizing customers&rsquo; signatures,
  </li>
  <li>
   authorizing the daily work of the customer services staff,
  </li>
  <li>
   following up dormant accounts especially debit accounts,
  </li>
  <li>
   preparing management reports such as monthly opened/closed accounts.
  </li>
  <li>
   Ensures implementation of all audit recommendations and minimizes occurrence of any deviations during audit checks
  </li>
  <li>
   Continuous Improvement:
  </li>
  <li>
   Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
  </li>
  <li>
   Identify and encourage people to adopt practices better than the industry standard.
  </li>
  <li>
   Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
  </li>
  <li>
   Encourage, solicit and reward innovative ideas even in day-to-day issues.
  </li>
  <li>
   Learning &amp; Knowledge:
  </li>
  <li>
   Identify related areas for professional development of self and others.
  </li>
  <li>
   Take decisive action to ensure speedy resolution of unresolved staff grievances or conflicts within the team.
  </li>
  <li>
   Ensures CSO's, Associate customer services, Senior Associate Customer services in the branch are trained with all the process related to customer service within specified TAT
   <br/>
   <br/>
  </li>
 </ul>
 Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.
 <br/>
 <br/>
 <ul>
  <li>
   Provide training to the customer services team as and when needed and solve difficulties beyond their expertise.
  </li>
  <li>
   Proactively identify areas for professional development of self and undertake development activities.
  </li>
  <li>
   Seek out opportunities to remain current with all developments in professional field.
  </li>
  <li>
   Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.
  </li>
  <li>
   Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.
  </li>
  <li>
   Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education And Experience Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
  </li>
  <li>
   At least 6 years of relevant experience, preferably within a highly rated international bank.
  </li>
  <li>
   Well-informed of branch customer service practices and regulations
   <br/>
   <br/>
  </li>
 </ul>
 Note: you will be required to attach the following:
 <br/>
 <br/>
 <ul>
  <li>
   Resume/CV
  </li>
  <li>
   Passport
  </li>
  <li>
   QID
  </li>
  <li>
   Education Certificate
  </li>
  <li>
   Birth Certificate
  </li>
 </ul>
</div>


QNB3648 - Manager Customer Services (Qatarization)

Feel

<div>
 <p>
  <strong>
   Role:
  </strong>
  Customer Service Manager
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Dubai
 </p>
 <p>
  <strong>
   Department:
  </strong>
  Customer Support
 </p>
 <p>
  <strong>
   Reports:
  </strong>
  Head of Customer Support
 </p>
 <p>
  <strong>
   Type:
  </strong>
  Full time (office based)
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About Feel
  </strong>
 </p>
 <p>
  Feel is a trailblazing direct-to-consumer wellness brand on a mission to redefine how women care for their health. Born in the UK and trusted by hundreds of thousands, we create science-backed supplements and clean beauty innovations that help women feel strong, confident, and empowered &mdash; every single day.
 </p>
 <p>
  Fueled by customer obsession and a relentless drive for innovation, we&rsquo;re now bringing our award-winning formulas to the GCC and US. With Dubai and New York as our international hubs, we&rsquo;re building a powerhouse team to lead this next chapter of global growth.
 </p>
 <p>
  🚀 We&rsquo;re already an 8-figure brand in the UK &mdash; and we&rsquo;re just getting started. Our goal? Triple our growth in the next few years through bold international expansion, world-class marketing, and a culture of excellence.
 </p>
 <p>
  This is your chance to be part of something extraordinary from the ground up. If you're passionate about wellness, innovation, and building brands that truly make a difference &mdash; we want to hear from you.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   The Opportunity
  </strong>
 </p>
 <p>
  As the Customer Excellence Manager, you&rsquo;ll own the full performance of Feel&rsquo;s Customer Service function across the GCC market - driving measurable results across response quality, speed, automation, AI, and customer satisfaction.
 </p>
 <p>
  Based in Dubai, you&rsquo;ll play a key role in scaling Feel&rsquo;s international operations, supporting rapid growth across the GCC while maintaining strong operational alignment with the UK business. You&rsquo;ll stay close to the day-to-day, handling Tier 2&ndash;3 escalations, analysing performance data, and building improvements that genuinely move the business forward.
 </p>
 <p>
  This is a hands-on leadership role for someone who thrives in fast-paced, high-growth environments and can balance operational execution with strategic thinking.
 </p>
 <p>
  You&rsquo;ll report directly to the Head of Customer Service and help shape the future of customer operations globally - from team development and workflow optimisation to AI guidance, automation, and scalable support infrastructure.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About You
  </strong>
 </p>
 <p>
  You own outcomes from start to finish. You don&rsquo;t wait for instructions - you spot what&rsquo;s broken, fix it fast, and make sure it never slips again. You move quickly, stay close to the detail, and hold yourself to a higher standard than anyone around you.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You know customer service inside out - from data, dashboards, and automation to tone, escalation handling, and customer sentiment. You&rsquo;re just as confident rewriting automation logic as you are resolving a complex ticket or presenting performance results to leadership.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You create structure, consistency, and measurable impact where it&rsquo;s missing. You turn insights into action, feedback into improvement, and good operations into great ones. You&rsquo;re direct, decisive, and never think any task is beneath you if it drives results.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Team Management
  </strong>
 </p>
 <ul>
  <li>
   Lead and support the day-to-day performance of the Dubai-based Customer Service team, creating structure, accountability, and consistently high standards across customer operations
  </li>
  <li>
   Provide clear reporting, performance analysis, and operational insight to leadership - confidently presenting trends, opportunities, and areas for improvement across customer experience, efficiency, and team performance
  </li>
  <li>
   Coach and develop the team through regular feedback, quality reviews, and performance support - helping build a highly capable customer operations function to support Feel&rsquo;s continued GCC growth
  </li>
  <li>
   Share customer insight, operational learnings, and best practices across the wider business - contributing to stronger alignment between GCC and UK operations while helping raise standards across the full customer journey
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Customer Operations &amp; Escalation Ownership
  </strong>
 </p>
 <ul>
  <li>
   Work directly on customer tickets daily to stay connected to customer sentiment and identify recurring issues before they escalate
  </li>
  <li>
   Set and uphold the standard for quality, speed, and tone consistency across all channels
  </li>
  <li>
   Own Tier 2&ndash;3 customer escalations, delivering fast, precise resolutions that set the benchmark for tone and accuracy
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Data, Reporting &amp; Continuous Improvement
  </strong>
 </p>
 <ul>
  <li>
   Own customer service reporting across Google Sheets, Tableau, and CRM analytics - tracking CSAT, response time, contact rate, automation performance, and customer trends across the GCC region
  </li>
  <li>
   Use data and customer insight to identify operational inefficiencies, regional trends, and growth opportunities - turning findings into measurable improvements across customer experience and team performance
  </li>
  <li>
   Deliver weekly reporting, proposals, and strategic insight to leadership - supporting continued GCC expansion while helping drive operational consistency and scalable growth across the wider business
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements
  </strong>
 </p>
 <ul>
  <li>
   3+ years&rsquo; experience as Customer Service Manager, ideally within e-commerce, subscription, or D2C environments.
  </li>
  <li>
   Proven success leading high-performing teams in fast-paced, tech-enabled settings.
  </li>
  <li>
   Strong data analysis skills - confident using Google Sheets (pivot tables, formulas), Tableau, or similar analytics tools to interpret trends and performance.
  </li>
  <li>
   Hands-on experience with CRM systems, automation tools, and AI-driven workflows (e.g., Gorgias, Zendesk, Intercom, or similar).
  </li>
  <li>
   Excellent written and verbal communication skills, with natural empathy and attention to tone.
  </li>
  <li>
   Demonstrated ability to reduce contact rate, improve efficiency, and scale quality customer support operations.
  </li>
  <li>
   Comfortable with change, ambiguity, and fast iteration - able to prioritise what matters most without losing sight of the details.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Join Feel?
  </strong>
 </p>
 <ul>
  <li>
   Competitive salary + exciting opportunities for fast-tracked career growth in a high-performance environment
  </li>
  <li>
   Be part of a purpose-led brand that&rsquo;s redefining women&rsquo;s wellness
  </li>
  <li>
   Work at the heart of a high-growth DTC business, expanding rapidly across the UK and GCC
  </li>
  <li>
   Enjoy generous product discounts for you and your family
  </li>
  <li>
   Collaborate with an empowering, ambitious team that values creativity, execution, and impact
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Our Values &ndash; How We Work
  </strong>
 </p>
 <p>
  At Feel, we don&rsquo;t just hire for skills &mdash; we hire people who live and breathe our core values:
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Collaboration
  </strong>
  &ndash; We work better together
 </p>
 <p>
  <strong>
   Efficiency
  </strong>
  &ndash; We move smart and fast
 </p>
 <p>
  <strong>
   Passion
  </strong>
  &ndash; We care deeply about our mission
 </p>
 <p>
  <strong>
   Continuous Improvement
  </strong>
  &ndash; We always level up
 </p>
 <p>
  <strong>
   Customer Focus
  </strong>
  &ndash; We put the customer at the centre
 </p>
 <p>
  If this sounds like you, you&rsquo;ll feel right at home here.
 </p>
 <p>
 </p>
</div>


Customer Service Manager

Ascendum Machinery

<div>Description:
<p>
The Customer Support Manager (CSM) is responsible for leading the sales and operational support of service and parts for all Ascendum product lines across their assigned region. This role focuses on developing customer relationships, promoting product support solutions, and driving growth through strategic support initiatives. The CSM works closely with internal teams to deliver a high level of service and value to customers, ensuring long-term satisfaction and equipment performance.</p><p><b>
RESPONSIBILITIES</b></p><ul><li>
Markets and sells the value of parts and service to customers.</li><li>
Develops and maintains customer relationships at all levels.</li><li>
Review and quote all Ascendum block time customer offerings.</li><li>
Helps prospect for new markets, customers and applications within all Ascendum regions.</li><li>
Develops good knowledge of competitive products and suppliers.</li><li>
Produce Ascendum Total Maintenance and Repair Agreements and multi-year Customer Support Agreements.</li><li>
Review the product support elements of Ascendum governmental bids and quotes.</li><li>
Provides input on annual forecasts for region and territory potential.</li><li>
Resolves customer product support issues, as necessary.</li><li>
Works with regional management teams and corporate staff to support goals and marketing ideas for increasing product support sales.</li><li>
Provides customer service and prospecting skills with the ability to approach the sales process creatively and in a professional and consultative manner.</li><li>
Provide monitoring and oversight for remote parts routes and field support activity.</li><li>
Provides customers with information for helping to cost effectively manage equipment.</li><li>
Utilizes and maintains key product support metrics and customer data.</li><li>
Specialist in telematics; Active Care Direct, Co-pilot, and other systems.</li><li>
Provide key account support as required to ensure customer satisfaction.</li><li>
Other duties as may be assigned to meet company goals and objectives.</li></ul>
Requirements:
<p>
Satisfactorily achieving and/or meeting the following Experience, Competencies, and Proficiencies that are essential duties of the job:</p><ul><li>
Bachelor&rsquo;s degree in business or a related field, or equivalent industry experience.</li><li>
5&ndash;10 years of experience with a construction equipment dealership.</li><li>
Proven customer relationship management skills.</li><li>
Solid understanding of product support metrics and KPIs.</li><li>
Proficiency with Microsoft Windows applications and CRM tools.</li><li>
Strong organizational and planning abilities.</li><li>
Excellent written and verbal communication skills.</li><li>
Ability to handle confidential information with discretion.</li><li>
Strong analytical and problem-solving skills with a practical mindset.</li><li>
Excellent verbal and written communication skills, adaptable to various audiences.</li><li>
Active listening and relationship-building capabilities.</li><li>
Self-motivated, enthusiastic, and results-driven.</li><li>
Strong customer focus with a passion for service excellence.</li><li>
Ability to work independently with integrity, initiative, and sound planning.</li><li>
Comfortable working extended hours when necessary.</li><li>
Goal-oriented, with a drive to add value in every customer interaction.</li><li>
In-depth knowledge of parts and service operations within the construction equipment industry.</li></ul><p><b>
PHYSICAL DEMANDS</b></p><ul><li>
While performing this job, the employee is regularly required to talk or hear.</li><li>
The position requires the ability to sit, stand and walk for long periods.</li><li>
This position requires the ability to stoop, bend, climb and crawl.</li><li>
Must be able to occasionally lift or move up to 30 pounds.</li><li>
Ability to operate a company vehicle and travel to customer sites, branch locations, or job sites regularly.</li><li>
Comfortable working around construction equipment in outdoor environments, including varying weather conditions.</li></ul><p><i>
Employees are expected to meet the Physical Demands of the job. If requested and deemed necessary, Ascendum Machinery will provide reasonable accommodation to a disabled employee to meet the Physical Demands of the job.</i></p><p><b>
TRAVEL REQUIREMENTS:</b> Up to 60%</p></div>

Customer Support Manager

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