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director of customer service

Ministry of Education Dubai

Job Description Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership. Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market. The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness. Department Definition: Director of Customer Services to lead and oversee the operations of Call Centre Operations, Customer Happiness Centre Operations, and Service Quality &amp; Continuous Improvements sections. The role focuses on ensuring exceptional customer experiences, optimizing operations, and driving continuous improvements across all service channels. Main Job Duties &amp; Responsibilities: Call Centre Operations Section: - Oversee the Call Centre Operations, ensuring efficient and timely handling of customer inquiries. - Develop and implement strategies to improve call response time, first-call resolution, and overall customer satisfaction. - Monitor performance metrics, such as Average Handling Time (AHT) and service level adherence, to achieve organizational targets. - Provide leadership and support to call center teams through training, coaching, and performance monitoring. - Leverage technology and tools to enhance operational efficiency and automate call center processes. Customer Happiness Centre Operations Section: - Ensure Customer Happiness Centers deliver high-quality, customer-centric services aligned with organizational values. - Streamline operations to reduce waiting times, optimize workflow, and ensure timely resolution of inquiries. - Develop initiatives to improve customer experience and achieve high satisfaction rates. - Monitor and analyze customer feedback to identify trends, gaps, and opportunities for service enhancement. - Collaborate with internal departments to resolve systemic issues impacting customer happiness. Service Quality &amp; Continuous Improvements Section: - Develop and implement frameworks for monitoring service quality across all customer service channels. - Define and track Key Performance Indicators (KPIs) to measure and enhance service performance. - Drive continuous improvement initiatives by analyzing processes, identifying inefficiencies, and implementing solutions. - Conduct regular audits and evaluations to ensure compliance with organizational standards and service policies. - Leverage customer satisfaction surveys and feedback to implement targeted improvements. - Foster a culture of innovation and excellence to consistently improve service delivery and operational performance. Skills - 15+ years of experience in customer service operations, proven expertise in managing call center operations, customer happiness centers, and service quality improvements. - A bachelor s or master s degree within business administration, Customer Service Management, or within a relevant field. - Customer Service Platforms: Expertise in implementing and overseeing customer service management systems (e.g., CRM tools like Salesforce, Zendesk, or Microsoft Dynamics). - Performance Monitoring Systems: Strong ability to analyze metrics and dashboards for service quality, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). - Process Improvement Frameworks: Familiarity with methodologies like Six Sigma or Lean Management to enhance operational workflows. - Customer Service Excellence: Ability to deliver high-quality customer service, with a strong commitment to customer satisfaction. - Performance Optimization: Skilled in optimizing call center and in-person service operations to improve efficiency and customer satisfaction. - Problem Solving &amp; Escalation Management: Strong problem-solving skills with experience in orchestrating escalation management frameworks and resolving complex customer issues. - Leadership: Effective team leadership and management skills, fostering a positive and productive work environment. - Communication: Strong communication skills for effective collaboration with cross-functional teams and clear, empathetic customer interaction. - Speaking, Reading &amp; Writing English &amp; Arabic.

Director of Customer Service

Findr DXB ( Dream Jobs HR Consultant LLC)

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 The job holder will be responsible for developing, continuously improving, and delivering exceptional customer service in a BTS (Built to sell) environment to enhance customer experience and, in turn, enable customer loyalty and retention.
 
 
 
 
 
 
 Key Accountabilities:
 
 
 
 
 
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 Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled promptly and professionally.
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 Manage all customer service-related matters, including after-sales and sales operations, handover, and beneficial occupation processes. Proactively address any community management challenges that may arise, ensuring effective resolution and Customer satisfaction.
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 Create and implement efficient and balanced workflows that maximise efficiency and produce high service quality and customer satisfaction, improving NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.
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 Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitative processes are aligned with business standards.
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 Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.
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 Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frameworks, policies and procedures underpinned by DOA's (Delegation of Authority).
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 Develop and implement strategies to improve customer satisfaction, loyalty, and retention. This includes creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.
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DUBAI PROPERTIES GROUP LLC

An opportunity has arisen for a Director - Residential Customer Care to join Dubai Holding Real Estate. The main duties and responsibilities of this role:<ul><li>Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.</li><li>Manage all customer service-related matters including after sales and sales operation as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise ensuring effective resolution and Customer satisfaction.</li><li>Create and implement efficient and balanced workflows that maximize efficiency and produce high level of service quality and customer satisfaction, improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.</li><li>Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitive processes aligned with business standards.</li><li>Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.</li><li>Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frame works, policies and procedures underpinned by DOA&#x27;s (Delegation of Authority).</li><li>Develop and implement strategies to improve customer satisfaction, loyalty, and retention including creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.</li><li>Implement customer service and interaction policies, systems, initiatives, processes, and procedures to deliver the customer care strategy and achieve acceptable risk ratings for the Customer Service Centre in line with agreed SLA&#x27;s (Service Level Agreements).</li><li>Prepare feasibility studies and budgets, as required, for projects on a monthly and annual basis via the prepared business plan; forecast revenues and profitability by projecting varied business cases to be submitted.</li><li>Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, ensure prompt and effective responses to customer needs.</li><li>Provide high quality and consistent customer service to address the customers&#x27; business needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.</li><li>Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to customer inquiries/complaints.</li><li>Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in customer services are identified and a suitable action plan is developed.</li><li>Ensure the team are continually updated with Company products and services to provide accurate and timely information to customers.</li><li>Manage and oversee the execution of pre- and post-handover activities across the company /community ensuring effective engagement and interaction with customers.</li><li>Prepare and present monthly customer care reports summarizing the total volume of remittance business generated, number and type of problems reported from the customers and settled each month with data and insights about the operations.</li><li>Monitor and analyze customer data and trends, using this information to identify areas for improvement and to inform decision-making.</li><li>Work closely with other senior leaders to ensure that customer management activities are aligned with the company&#x27;s overall goals and objectives.</li></ul>

Director - Residential Customer Care

MoEngage

Location: Dubai,Dubai,United Arab EmiratesAbout MoEngageMoEngageis a young, fast-paced workplace that fosters a culture of innovation, ownership, freedom, and fun while building tech products of the future. Our teams are comprised of self-driven, passionate, smart individuals from top-tier institutes who are young achievers.Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyses billions of data points generated by customers and their devices, to predict customer behaviour and build marketing campaigns that proactively engage users.In just seven years since inception, MoEngage is working with leading brands across e-commerce, entertainment, travel, publishing and banking domains among others. With a global presence spanning 35 countries, MoEngage has offices in San Francisco,Singapore,Vietnam, Berlin, Jakarta, and Bengaluru.We have been recognized asone of the 25 Highest Rated Private Cloud Computing Companies To Work Forin a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.Our inclusion on this list highlights our ability to lead during a crisis and is a huge testimony to the people-driven culture we have.Can you thrive and excel in a fast-paced ecosystem where innovation, speed and user centric product thinking are the norms? Do you enjoy discovering opportunities others do not even know exist and are geared to champion them? Are you driven by ownership and a chance to make an impact? If so, this opportunity may be for you!Role Overview:As an Associate Director of Customer Success at MoEngage, you will be a key leader in our Customer Success organization for the META region. You will be responsible for leading and scaling a team of Customer Success Managers (CSMs) focused on ensuring the success and growth of our valued Enterprise customers in the Middle East and potentially other regions. You will play a critical role in driving customer satisfaction, adoption, retention, and expansion, while also contributing to the overall strategy and operational excellence of the Customer Success department.Responsibilities:<ul><li>Team Leadership and Development:<ul><li>Lead, mentor, and coach a team of Customer Success Managers to achieve their individual and team goals.</li><li>Foster a collaborative, customer-centric, and results-oriented team culture.</li></ul></li><li>Customer Success Strategy and Execution:<ul><li>Develop and execute customer success strategies aligned with company objectives and regional nuances.</li><li>Define and monitor key performance indicators (KPIs) for customer success, such as retention rate, churn rate, customer satisfaction (CSAT/NPS), and expansion revenue.</li><li>Ensure the team proactively engages with customers to understand their business goals, challenges, and how MoEngage can drive value.</li><li>Oversee the development and delivery of strategic account plans and success plans for key customers.</li><li>Drive adoption of MoEngage platform features and best practices among customers.</li></ul></li><li>Customer Relationship Management:<ul><li>Build strong and lasting relationships with senior stakeholders.</li><li>Act as a point of escalation for complex customer issues and ensure timely and effective resolution.</li><li>Conduct regular executive business reviews (MBRs/EBRs/QBRs) with strategic customers to demonstrate value and align on future goals.</li><li>Gather customer feedback and advocate for their needs within the MoEngage organization.</li></ul></li><li>Operational Excellence: <ul><li>Utilize CRM and other tools to track customer interactions, health scores, and progress against goals.</li><li>Collaborate with cross-functional teams (Sales, Product, Marketing, Support) to ensure a seamless customer experience.</li><li>Contribute to the development of customer success playbooks, training materials, and other resources.</li></ul></li><li>Revenue Growth and Expansion:<ul><li>Identify and drive opportunities for account growth through upsells and cross-sells in collaboration with the Sales team.</li><li>Understand customer contract terms and identify renewal risks and opportunities.</li><li>Contribute to achieving and exceeding customer retention and expansion revenue targets for the region.</li><li>Develop and nurture customer advocates and identify opportunities for case studies and testimonials.</li></ul></li></ul>Qualifications:<ul><li>Bachelor's degree in a relevant field (Business, Marketing, Technology, etc.). Master's degree preferred. A technical degree would be given preference.</li><li>Minimum of 10 years of experience in Customer Success, Account Management, or a related client-facing role within the SaaS industry.</li><li>Proven experience in leading and scaling a team of Customer Success Managers.</li><li>Strong understanding of the SaaS business model and customer lifecycle.</li><li>Excellent communication, presentation, and interpersonal skills, develop and execute customer success strategies that drive measurable results.</li><li>Experience working with marketing technology platforms and understanding of digital marketing principles is highly desirable.</li><li>Strong analytical and problem-solving skills, with the ability to interpret data and derive actionable insights.</li><li>Ability to thrive in a fast-paced, dynamic, and results-oriented environment.</li><li>Experience working with customers in the Middle East region is a significant advantage.</li><li>Fluency in English is required.</li></ul>Personal Attributes:<ul><li>Customer-obsessed and passionate about customer success.</li><li>Strong leadership qualities with the ability to inspire and motivate a team.</li><li>Strategic thinker with a results-oriented mindset.</li><li>Highly organized and detail-oriented.</li><li>Proactive and self-motivated.</li><li>Excellent collaboration and teamwork skills.</li><li>Adaptable and resilient.</li></ul>We are looking for a dynamic and experienced leader to join our growing team in Dubai and contribute to the continued success of MoEngage and our customers!Perks<ul><li>Work at Scale and challenge yourself</li><li>Work with a smart team which grew up in the Mobile First world</li></ul> Apply to this job<img src="https://www.jobg8.com/Tracking.aspx?vN7mL9eUiCRvAVK7UQwr1K22RUcgp75Mi" width="0" height="0" />

Associate Director, Customer Success META

Commercial Bank of Dubai

Job Purpose: The Head of Customer Due Diligence is responsible for ensuring compliance with established policies and procedures within the Personal Banking Group (PBG). This role involves overseeing the customer due diligence processes, ensuring adherence to regulatory requirements, and implementing guidance from Compliance units. The Head of Customer Due Diligence will lead a team of due diligence professionals and collaborate with various departments to maintain the highest standards of customer due diligence. Principal Accountabilities: Leadership and Management Lead and manage the Ongoing Due Diligence team, including recruitment, training, and performance management. Provide guidance and support to team members to ensure effective execution of due diligence processes. Foster a culture of compliance and risk awareness within the team. Customer Due Diligence: Ensure compliance with CDD and EDD policies and procedures as established by the Compliance units. Oversee the Customer Due Diligence processes to ensure accurate identification and verification of customers. Conduct risk assessments and ensure adherence to the appropriate level of due diligence for different customer segments. Regulatory Compliance: Ensure compliance with all relevant regulations, including anti-money laundering (AML) and combating the financing of terrorism (CFT) laws. Stay updated on regulatory changes and ensure that due diligence processes are aligned with the latest requirements. Liaise with regulatory bodies and respond to inquiries and audits related to customer due diligence. Risk Management: Identify and mitigate risks associated with customer relationships, including potential money laundering and terrorist financing risks. Implement robust monitoring and reporting mechanisms to detect and address suspicious activities. Collaborate with the Compliance and Risk Management teams to develop and implement risk mitigation strategies. Stakeholder Collaboration: Work closely with various departments, including Compliance, Marketing, Business, Products, IT, and Customer Service, to ensure seamless execution of due diligence processes. Provide regular updates and reports to senior management on the status of due diligence activities and any emerging risks. Engage with external stakeholders, such as auditors and regulatory bodies, to ensure transparency and compliance. Continuous Improvement Continuously review and enhance due diligence processes to improve efficiency and effectiveness. Implement technology solutions to streamline due diligence activities and enhance data accuracy. Promote a culture of continuous improvement within the team and encourage innovative approaches to due diligence.

Head of Customer Due Diligence

Roasters Specialty Coffee House

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 Company Description
 
 
 
 Roasters Specialty Coffee House is dedicated to delivering exceptional coffee experiences that inspire and connect. With a menu featuring expertly crafted manual brews, we offer unique coffee beans sourced from over 25+ countries. As passionate coffee enthusiasts, we use the latest and most innovative brewing methods to ensure a perfect cup every time. Our offerings also include a selection of flavorful breakfast options and signature desserts, making every visit unforgettable. Committed to sustainable sourcing and environmental stewardship, each cup supports a responsible coffee industry.
 
 
 
 Role Description
 
 
 
 This is a full-time, on-site role for a Director of Operations, located in Dubai. The Director of Operations will be responsible for overseeing daily operations, managing budgets, leading and mentoring a team, and ensuring exceptional customer service. The role involves analyzing and improving operational processes, optimizing efficiency, and maintaining a high standard of quality and service in all aspects of the coffee house.
 
 
 
 Qualifications
 
 
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 Operations Management and Analytical Skills
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 Team Management skills
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 Budgeting experience
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 Customer Service skills
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 Strong leadership and communication skills
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 Ability to work in a fast-paced environment
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 Experience in the food and beverage industry is a plus
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 Bachelor's degree in Business Administration, Hospitality Management, or related field
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Director of Operations

The Closet General Trading LLC

Seller Relations Officer is responsible for providing assistance, information, and support to customers through email, WhatsApp, and phone calls. The role includes answering inquiries, relaying customer issues and concerns to the Product Management Director and team members and ensuring overall customer satisfaction through effective communication.
 
 Key Responsibilities 
 Respond promptly to customer inquiries across channels (email, WhatsApp, phone calls) in a professional manner.
 Provide accurate information to customers and escalate issues and concerns to team members.
 Maintain strong customer relationships by ensuring satisfaction and trust.
 Collaborate with internal teams to resolve customer challenges effectively.
 Relay customer issues and concerns to team members.
 Collect and verify customers bank account details for settlement transactions.
 Perform other related tasks as directed by Product Management Director.
 
 Qualifications: 
 Proven experience in customer service or a related role.
 Excellent verbal and written communication skills (English and Arabic). 
 Strong active listening and comprehension skills.
 Ability to handle multiple inquiries simultaneously and prioritize tasks effectively.
 Flexibility to manage different customer types and adapt communication styles accordingly.
 Detail-oriented with problem-solving and organizational skills.

Seller Relations Officer

Explore 10000+ Director of customer service in Dubai this October. Find roles across top companies and apply now to boost your career.

10000 director of customer service jobs IN Dubai

Director of Customer Service

Director of Customer Service

Director - Residential Customer Care

Associate Director, Customer Success META

Head of Customer Due Diligence

Director of Operations

Seller Relations Officer