director of customer service

Pepper

<div>
 <p>
  <strong>
   Director of Customer Success &ndash; Marketing Services (SEO, Content &amp; Organic Growth)
  </strong>
 </p>
 <p>
  <strong>
   Location / Time Zone:
  </strong>
  US Eastern Time Zone (5 PM IST - 2 AM IST)
 </p>
 <p>
  <strong>
   Type:
  </strong>
  Full-time working out of Office in Mumbai (Andheri East)
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About Pepper
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Pepper is an
  <strong>
   AI-native marketing services company
  </strong>
  redefining how enterprise brands scale organic growth through a unified blend of
  <strong>
   strategy, creative talent, technology, and automation
  </strong>
  . Formerly Pepper Content, we&rsquo;ve rebranded as
  <strong>
   &ldquo;The Anti-WPP&rdquo;
  </strong>
  , building an AI-powered marketing services engine that seamlessly combines top global creative talent with proprietary workflows and automation to deliver measurable, scalable outcomes for modern CMOs.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Our
  <strong>
   platform and services
  </strong>
  bring together content, data, talent, and AI to help brands plan, create, manage, distribute, and measure high-impact marketing programs&mdash;all on one intelligent system designed for enterprise growth and efficiency.
 </p>
 <p>
  <br/>
 </p>
 <p>
  At Pepper, you&rsquo;ll be part of a team shaping the
  <strong>
   future of marketing services
  </strong>
  , where
  <strong>
   SEO, content, customer success, and technology converge
  </strong>
  to deliver outcomes that matter.
 </p>
 <p>
  <strong>
   Role Overview
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are seeking a
  <strong>
   Director of Customer Success &ndash; Marketing Services
  </strong>
  to lead
  <strong>
   client growth, delivery excellence, and strategic success outcomes
  </strong>
  for our enterprise customers across SEO, content, and organic growth channels.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This role is
  <strong>
   P&amp;L accountable -
  </strong>
  you&rsquo;ll own revenue growth, customer satisfaction, retention, upsell, and the operational delivery systems that power a world-class customer experience.
 </p>
 <p>
  <br/>
 </p>
 <p>
  You&rsquo;ll be a
  <strong>
   leader and builder
  </strong>
  &mdash;hands-on in delivery, systems design, team development, and a strategic partner to both clients and internal product/engine teams.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This is an opportunity for someone
  <strong>
   entrepreneurial, operationally excellent, and deeply experienced in organic marketing services
  </strong>
  to help scale Pepper&rsquo;s success engine alongside our customers and product roadmap.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Own
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Customer Success &amp; Growth Outcomes
  </strong>
 </p>
 <ul>
  <li>
   Lead a team responsible for
   <strong>
    client adoption, retention, and expansion
   </strong>
   across enterprise portfolios.
  </li>
  <li>
   Set and deliver against
   <strong>
    US-level customer experience KPIs,
   </strong>
   including NPS, retention, growth, and portfolio profitability.
  </li>
  <li>
   Build trusted executive relationships with CMOs, Heads of Marketing, and growth leaders.
  </li>
  <li>
   Drive consistent business outcomes tied to SEO, content strategies, organic acquisition, and brand authority.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   P&amp;L &amp; Portfolio Management
  </strong>
 </p>
 <ul>
  <li>
   Own the
   <strong>
    Profit &amp; Loss responsibility
   </strong>
   for a portfolio of enterprise accounts.
  </li>
  <li>
   Forecast, plan, and deliver
   <strong>
    revenue growth, renewals, and upsell motions
   </strong>
   .
  </li>
  <li>
   Collaborate with sales, strategy, and marketing to develop scalable pricing and service models.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Delivery Leadership &amp; Systems Building
  </strong>
 </p>
 <ul>
  <li>
   Architect and refine
   <strong>
    delivery systems, playbooks, and operational frameworks
   </strong>
   that ensure predictable outcomes and world-class execution.
  </li>
  <li>
   Ensure cross-functional coordination between SEO, content operations, analytics, product, and automation teams.
  </li>
  <li>
   Champion
   <strong>
    process excellence
   </strong>
   across onboarding, engagement, delivery, and reporting.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Domain Expertise &amp; Strategic Consulting
  </strong>
 </p>
 <ul>
  <li>
   Provide
   <strong>
    senior strategic guidance
   </strong>
   across SEO, organic growth, content strategy, creative campaigns, and performance measurement.
  </li>
  <li>
   Translate data and analytics into actionable recommendations that demonstrably improve search visibility, traffic, leads, and business impact.
  </li>
  <li>
   Partner with product and engineering to inform feature roadmaps that enhance customer success capabilities.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Who We&rsquo;re Looking For
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Required Experience
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    10+ years
   </strong>
   in a customer success, client leadership, or strategic account role focused on marketing services (SEO, content, digital growth).
  </li>
  <li>
   Proven experience owning
   <strong>
    P&amp;L, revenue growth, and profitability
   </strong>
   with enterprise clients.
  </li>
  <li>
   Strong domain expertise across
   <strong>
    SEO strategy, content marketing, organic audience growth, and performance measurement
   </strong>
   .
  </li>
  <li>
   History of building or scaling
   <strong>
    delivery systems, playbooks, or platforms
   </strong>
   that support service excellence.
  </li>
  <li>
   Comfortable with
   <strong>
    data-driven decision-making
   </strong>
   and using insights to drive customer outcomes.
  </li>
  <li>
   Outstanding communication skills and ability to interact with senior client stakeholders.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Preferred Attributes
  </strong>
 </p>
 <ul>
  <li>
   Experience in a
   <strong>
    technology-led services environment
   </strong>
   , blending delivery with product/system innovation.
  </li>
  <li>
   Familiarity with or passion for
   <strong>
    AI, automation, and tech-enabled growth engines
   </strong>
   in marketing.
  </li>
  <li>
   Demonstrated ability to operate in
   <strong>
    ambiguous, high-growth contexts
   </strong>
   where systems and culture are evolving.
  </li>
  <li>
   Entrepreneurial mindset, ownership mentality, and a
   <strong>
    bias for action
   </strong>
   .
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   In This Role You Will
  </strong>
 </p>
 <ul>
  <li>
   Be a key architect of how Pepper
   <strong>
    delivers outcomes, not just services
   </strong>
   &mdash;blending SEO, content, data, and automation to fuel client impact.
  </li>
  <li>
   Help shape Pepper&rsquo;s
   <strong>
    go-to-market and customer success roadmap
   </strong>
   , contributing insights that influence product and platform investment.
  </li>
  <li>
   Lead a team of passionate delivery and success professionals who are
   <strong>
    client-obsessed and outcomes-focused
   </strong>
   .
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Pepper?
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Pepper is building a
  <strong>
   next generation of marketing services
  </strong>
  that combines creative talent, AI, automation, and strategic insight. We&rsquo;re committed to
  <strong>
   fun, fast learning, and measurable impact
  </strong>
  for our customers and employees alike. As we grow globally, we want leaders who are
  <strong>
   builders, thinkers, and doers
  </strong>
  &mdash;ready to scale systems, teams, and business outcomes at enterprise scale.
 </p>
</div>


Director of Customer Success – Marketing Services

Btech

<div><h3 class="jobSectionHeader"><b>Job Level</b></h3><p>
Section Head</p><h3 class="jobSectionHeader"><b>
Reporting To</b></h3><p>
Senior Director &ndash; Customer Care</p><p><b><br>
Requirements</b></p><h3 class="jobSectionHeader"><b>
Job Purpose</b></h3><p>
To oversee the planning, implementation, and management of Information Services (MIS) within the Customer Care function, ensuring data-driven decision-making that enhances customer experience, optimizes Human Resources Outsourcing (HRO) performance, and ensures efficient budget utilization.</p><p></p><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><h3 class="jobSectionHeader"><b>
1. Planning &amp; Budget Management</b></h3><ul>
<li>Prepare, monitor, and control the Customer Care budget to ensure efficient and effective utilization.
</li><li>Analyze budget performance and present clear, data-driven financial reports to the Senior Director &ndash; Customer Care.
</li><li>Conduct cost-benefit analyses for proposed Customer Care initiatives and prioritize projects that maximize customer satisfaction within budget constraints.
</li><li>Establish performance objectives for the MIS team aligned with Customer Care OKRs and organizational goals.
</li></ul><p></p><h3 class="jobSectionHeader"><b>2. Management Information Systems (MIS)</b></h3><ul>
<li>Oversee the development, implementation, and maintenance of Customer Care information systems.
</li><li>Ensure MIS platforms integrate seamlessly with existing systems and support efficient data collection, analysis, and reporting.
</li><li>Ensure data accuracy, reliability, and accessibility to support operational and strategic decision-making.
</li></ul><p></p><h3 class="jobSectionHeader"><b>3. Reporting &amp; Executive Communication</b></h3><ul>
<li>Develop and deliver high-quality, C-level reports and presentations that highlight key Customer Care insights, trends, and performance metrics.
</li><li>Translate complex data into clear, actionable recommendations for executive stakeholders.
</li><li>Support leadership with performance tracking related to SLA compliance, resolution rates, and customer satisfaction.
</li></ul><p></p><h3 class="jobSectionHeader"><b>4. Team Leadership &amp; Development</b></h3><ul>
<li>Lead, coach, and mentor the MIS and reporting team to enhance analytical, reporting, and data interpretation capabilities.
</li><li>Foster collaboration and leverage diverse perspectives to ensure comprehensive and accurate data analysis.
</li><li>Monitor team performance, ensuring accuracy, timeliness, and continuous improvement.
</li></ul><p></p><h3 class="jobSectionHeader"><b>5. Risk Management</b></h3><ul>
<li>Identify and assess potential risks to information systems, reporting accuracy, and planning processes within Customer Care.
</li>Develop and implement mitigation strategies to ensure system reliability, operational continuity, and achievement of departmental objectives.<br>
<li>
<br>
<br>
<br>
<br>
<br>
Qualifications &amp; Experience</li>
<li><b>Education</b></li>
<li><ul><li>Bachelor&rsquo;s degree (required)
</li><li>Diploma in Data Analysis (preferred)
</li></ul></li><li><b>Experience</b></li>
<li><ul><li>3&ndash;5 years of relevant experience
</li><li>Proven track record in Customer Care reporting, budget management, and performance analysis
</li></ul></li><li>Technical Skills</li>
<li><ul><li>Microsoft Office: <b>Excellent</b>
</li><li>Power BI: <b>Very Good</b>
</li><li>English Language: <b>Very Good</b>
</li></ul></li><li>Key Skills &amp; Competencies</li>
<li><ul><li>Strong analytical and problem-solving skills
</li><li>Business and financial acumen
</li><li>Cost analysis and budgeting expertise
</li><li>Excellent communication and presentation skills
</li><li>Leadership and coaching capability
</li></ul></li></ul><p><b>Benefits</b></p><h3 class="jobSectionHeader"><b>
Benefits &amp; Compensation</b></h3><p>
The organization offers a competitive benefits package designed to support employee well-being, professional growth, and work-life balance, including:</p><ul>
<li>
Competitive salary aligned with experience and qualifications
</li><li>Performance-based incentives and annual reviews
</li><li>Comprehensive health and medical insurance coverage
</li><li>Paid annual leave, sick leave, and public holidays
</li><li>Professional development and training opportunities
</li><li>Career advancement and internal mobility opportunities
</li><li>Supportive and collaborative work environment
</li><li>Access to modern tools and systems to support job performance
</li><li>Employee wellness and engagement initiatives</li></ul></div>

Planning & Managing Information Services (MIS) Section Head - Customer Care

Majid Al Futtaim

<div>
 <p>
  Role Purpose:
 </p>
 <p>
  <br/>
 </p>
 <p>
  The VP &ndash; Customer Care is responsible for managing all aspects of customer support and service across all channels. The role holder is also responsible for developing the organization&rsquo;s customer care strategy and managing the overall performance of people and processes to achieve the highest levels of customer satisfaction. As a senior functional leader, director of customer care liaises with other members of the leadership team to implement the organization&rsquo;s corporate strategy.
 </p>
 <p>
  Responsible for driving strategic decision-making informed by customer trends, market dynamics, shopper needs, behaviors and preferences. Leveraging internal and external data sources, integrating solicited and unsolicited data, this role holder will provide a holistic and contextual view of the customer, market dynamics and competitive landscape. This role is also responsible for building capability, human and technological, to foster more efficient and effective data access and usage.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role Details &ndash; Key Responsibilities and Accountabilities:
  </strong>
 </p>
 <p>
  <strong>
   Strategic Planning
  </strong>
 </p>
 <ul>
  <li>
   Lead the formulation of strategy for the customer care function and determine key strategic initiatives
  </li>
  <li>
   Drive necessary changes for the improvement of operating and organizational efficiency of the customer care team
  </li>
  <li>
   Orchestrate the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team
  </li>
 </ul>
 <p>
  <strong>
   Analytics
  </strong>
 </p>
 <ul>
  <li>
   Measure the effectiveness of all customer care approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence
  </li>
  <li>
   Lead the research and apply performance measures in place for the purpose of continually monitoring the customer support performance processes
  </li>
  <li>
   Ensure the right balance between operational metrics and customer care metrics
  </li>
  <li>
   Identify companywide improvements and present these to the senior management
  </li>
 </ul>
 <p>
  <strong>
   Stakeholder Management
  </strong>
 </p>
 <ul>
  <li>
   Manage both internal and external relationships on behalf of the Customer Care function
  </li>
  <li>
   Engage in direct interactions with the business&rsquo;s consumers whenever needed
  </li>
 </ul>
 <p>
  <strong>
   Technology
  </strong>
 </p>
 <ul>
  <li>
   Deliver customer care efficiently in a cost effective manner using the latest technologies and customer relationship management softwares to improve overall productivity
  </li>
  <li>
   Understand the contribution of technology and prepare a sound business case for investment
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Human Capital Responsibilities:
  </strong>
 </p>
 <ul>
  <li>
   Ensure the implementation of the performance management process
  </li>
  <li>
   Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
  </li>
  <li>
   Identify training needs and coordinate with the HC department to ensure facilitation of training requirements
  </li>
  <li>
   Oversee the development and implementation of on the job-training
  </li>
  <li>
   Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives
  </li>
  <li>
   Partner with HC to identify and implement required trainings for end-users across the organization
  </li>
  <li>
   Provide inputs while developing MAF Retail&rsquo;s corporate policies and relevant procedures, and monitor the implementation
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualification, Experience &amp; Skills:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s Degree in Business Administration or Marketing
  </li>
  <li>
   MBA is preferred
  </li>
  <li>
   Minimum experience: 15+ years in a Customer Care function
  </li>
  <li>
   5+ years of experience working within the retail industry
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Skills
  </strong>
 </p>
 <p>
  Extensive management experience in a customer care environment, such as a call center, technical support department, airline customer support, or within a traditional large scale vertical retailer&rsquo;s customer service/after sales department
 </p>
</div>


Vice President Customer Care

Bonmarc Trading

The Role
<br>We are seeking a dedicated Admin-Customer Service professional to join our dynamic team in Dubai. This role is essential in ensuring seamless administrative support and delivering exceptional customer service within the trading and food manufacturing sector. The ideal candidate will be a proactive communicator who thrives in a fast-paced environment and is committed to enhancing customer satisfaction and operational efficiency. Responsibilities: - Manage and respond to customer inquiries promptly and professionally via phone, email, and in-person. - Coordinate with internal departments to resolve customer issues and ensure timely delivery of products. - Maintain accurate records of customer interactions, orders, and feedback using our CRM system. - Support administrative tasks including scheduling appointments, preparing reports, and managing documentation related to customer service operations. - Assist in the preparation and processing of orders, invoices, and delivery schedules. - Implement customer service policies and procedures to improve overall customer experience. - Collaborate with sales and production teams to ensure customer requirements are met and expectations are exceeded. - Monitor inventory levels and coordinate with logistics to ensure product availability. - Handle customer complaints courteously and escalate issues to management when necessary. - Contribute to continuous improvement initiatives in administrative and customer service processes.
<br><br>
Requirements
<br><ul>
<li>Proven experience in customer service and administrative roles, preferably within trading or food manufacturing industries. - Excellent communication skills in English; additional languages are a plus. - Strong organizational and multitasking abilities with attention to detail. - Proficiency in MS Office and customer relationship management (CRM) software. - Ability to handle challenging situations with professionalism and tact. - Customer-focused mindset with a passion for delivering outstanding support. - Ability to work collaboratively in a team-oriented environment. - Flexibility to adapt to changing priorities and work under pressure. - High school diploma required; a bachelor’s degree in business administration or related field is advantageous. - Residency or legal eligibility to work in the UAE.</li>
</ul>
About the company
<br>Bonmarc with over three decades of expertise, we stand as dedicated food solutions specialists, boasting three primary divisions to serve our customers. Our Manufacturing division diligently sources and crafts a diverse array of products, encompassing economy and premium cold cuts, ready meals, rations, as well as raw processing and portioning services. In our Importing division, we exclusively bring in renowned brands from key regions such as Brazil, Australia, India, and Indonesia, including Minerva, AMG, Gundagai, and Fregario, ensuring quality and authenticity for our consumers. Lastly, our Export division is pivotal, as we produce and distribute our offerings to over 25 countries, both regionally and internationally, solidifying our presence as a global player in the food industry.

Admin - Customer Service

Lemonade Insurance Company

<div><div>The Director of Customer Success will lead and scale RXNT&rsquo;s Customer Success function, ensuring strong onboarding, adoption, retention, and expansion across our healthcare provider customers. This leader will own the post-sale customer lifecycle, partnering cross-functionally with Product, Sales, Marketing, and Support to deliver a seamless and high-impact client experience.</div><div></div><div><br>
This is both a strategic and hands-on leadership role &mdash; ideal for someone who thrives in a growing, performance-driven environment and understands the nuances of healthcare technology.</div><div></div><div><b><br>
What you&rsquo;ll be doing:</b></div><div><b>
Customer Lifecycle Leadership</b></div><ul><li>Own the full post-sale journey: onboarding, implementation coordination, adoption, renewal, and expansion.</li><li>Design and optimize customer success playbooks that drive engagement and long-term retention.</li><li>Develop health scoring models and proactive outreach strategies to reduce churn.</li></ul><div></div><div><b><br>
Team Leadership &amp; Development</b></div><ul><li>Lead, mentor, and scale a high-performing Customer Success team.</li><li>Establish clear KPIs and performance standards aligned to company growth goals.</li><li>Build a culture of accountability, empathy, and operational excellence.</li></ul><div></div><div><b><br>
Retention &amp; Revenue Growth</b></div><ul><li>Drive gross and net revenue retention targets.</li><li>Identify upsell and cross-sell opportunities in partnership with Sales.</li><li>Create executive-level relationships with key accounts to strengthen long-term partnerships.</li></ul><div></div><div><b><br>
Data &amp; Performance Management</b></div><ul><li>Implement and refine dashboards that track churn risk, adoption metrics, NPS/CSAT, and renewal forecasting.</li><li>Use data to inform strategy, resource allocation, and customer segmentation.</li></ul><div></div><div><b><br>
Cross-Functional Collaboration</b></div><ul><li>Partner with Product to advocate for customer needs and inform roadmap decisions.</li><li>Align with Marketing on case studies, testimonials, and customer storytelling.</li><li>Work closely with Finance and Revenue Operations to forecast renewals and expansion revenue.</li></ul><div></div><div><b><br>
What you'll need to flourish:</b></div><ul><li>7+ years of experience in Customer Success, Account Management, or Client Services within SaaS (healthcare tech strongly preferred).</li><li>3+ years leading and scaling teams.</li><li>Strong understanding of SaaS metrics (NRR, GRR, churn, LTV, CAC impact).</li><li>Experience working with healthcare providers, billing teams, or practice administrators is highly desirable.</li><li>Proven ability to build structure in a growing organization.</li><li>Exceptional communication and executive presence.</li></ul><div></div><div><b><br>
Compensation:</b></div><div>
The starting base range for this position is between $147,000 and $168,000 per year. Base pay is one component of Lemonade's total compensation package, which will also include equity in the form of RSUs, access to healthcare benefits, 401(k) plan with company match, robust PTO, parental leave, and more.</div><div></div><div><b><br>
Who we are:</b></div><div>
Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.</div><div></div><div><br>
At Lemonade, you&rsquo;ll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.</div><div></div><div><br>
Unlike most publicly traded companies, we&rsquo;re nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don&rsquo;t care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.</div><div></div><div><b><br>
Things to know&hellip;</b></div><div><i>
Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.</i></div></div>

Director of Customer Success

First Abu Dhabi Bank (FAB)

<div>
 Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.
 <br/>
 <br/>
 Responsible for processing account opening, product onboarding, service requests, and after-sales transactions while meeting service KPIs &mdash; including NPS, complaint resolution timelines, service request turnaround, and mystery shopping scores &mdash; and ensuring full adherence to FAB policies and regulatory requirements.
 <br/>
 <br/>
 Acts as the primary point of customer interaction in the branch, promoting FAB products and services, supporting sales growth, and enhancing customer satisfaction.
 <br/>
 <br/>
 Sales &amp; Business Development
 <br/>
 <br/>
 <ul>
  <li>
   Actively promote and cross-sell FAB asset and liability products to new and existing customers.
  </li>
  <li>
   Identify customer needs and recommend suitable FAB products and services.
  </li>
  <li>
   Generate product leads from walk-in customers, referrals, and personal outreach.
  </li>
  <li>
   Assist in meeting branch and individual sales targets.
   <br/>
   <br/>
  </li>
 </ul>
 Service Excellence &amp; KPI Delivery
 <br/>
 <br/>
 <ul>
  <li>
   Achieve personal and branch service KPIs, including:
  </li>
  <li>
   Net Promoter Score (NPS) through positive and professional customer engagement.
  </li>
  <li>
   Complaint resolution timelines for customer service issues within SLA.
  </li>
  <li>
   Service Request (SR) turnaround times in line with agreed standards.
  </li>
  <li>
   Mystery Shopping scores through consistent delivery of FAB service standards.
  </li>
  <li>
   Handle customer queries, requests, and complaints professionally, escalating where necessary.
  </li>
  <li>
   Educate customers on FAB&rsquo;s digital channels and self-service options.
   <br/>
   <br/>
  </li>
 </ul>
 Product Onboarding &amp; Transactions
 <br/>
 <br/>
 <ul>
  <li>
   Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
  </li>
  <li>
   Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
  </li>
  <li>
   Process customer service requests efficiently, ensuring accuracy and SLA adherence.
   <br/>
   <br/>
  </li>
 </ul>
 Customer Relationship Management
 <br/>
 <br/>
 <ul>
  <li>
   Maintain proactive communication with customers to build loyalty and strengthen relationships.
  </li>
  <li>
   Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
  </li>
  <li>
   Encourage customers to upgrade to higher-tier products and services where relevant.
   <br/>
   <br/>
  </li>
 </ul>
 Operational Discipline &amp; Compliance
 <br/>
 <br/>
 <ul>
  <li>
   Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
  </li>
  <li>
   Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
  </li>
  <li>
   Participate in mandatory compliance and operational training.
  </li>
  <li>
   Treat compliance as a mandatory requirement, not a KPI.
  </li>
  <li>
   Minimum Qualification
  </li>
  <li>
   High school diploma or higher education in business, finance, or related discipline.
  </li>
  <li>
   Minimum Experience
  </li>
  <li>
   Minimum 2 years&rsquo; experience in banking, preferably in customer service or sales roles.
   <br/>
   <br/>
  </li>
 </ul>
 Knowledge of banking products, services, and regulatory requirements
</div>


Officer, Customer Service - Dubai

<div><div>Position Overview:</div><div>
The Executive &ndash; Customer Service will be responsible for delivering high-quality service to Blue Dart customers by handling inbound calls, resolving shipment-related queries, coordinating timely pickups and deliveries, and ensuring adherence to defined customer service standards. The role also involves promoting sales opportunities through customer interactions and maintaining effective coordination with internal teams to enhance service delivery. Job Purpose:</div><div>
To provide superior customer experience by handling inbound calls, resolving shipment queries, coordinating with operations teams for timely pickups and deliveries, and driving cross-sales opportunities, while ensuring adherence to service quality parameters. Key Roles &amp; Responsibilities:</div><div>
Customer Interaction &amp; Query Resolution</div><ul><li>Handle inbound customer calls in line with defined standard operating procedures and service quality benchmarks.</li><li>Record pickup requests accurately and coordinate with pickup staff for timely execution.</li><li>Resolve customer queries related to shipment tracking, transit times, and delivery updates.</li><li>Manage customer claims and complaints, ensuring coordination with operations for effective resolution, and escalate unresolved cases.</li></ul><div></div><div><br>
Sales &amp; Revenue Generation</div><ul><li>Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.</li></ul><div>
Operational Coordination</div><ul><li>Actively liaise with the tracking team for shipment status updates and forward unresolved queries promptly.</li><li>Ensure all pickup and delivery requests are managed within defined timelines.</li></ul><div></div><div><br>
Customer Service Excellence</div><ul><li>Maintain adherence to best-in-class customer service parameters across all interactions. Qualifications &amp; Experience:</li></ul><div></div><div><br>
Education</div><ul><li>Essential: Graduate in any discipline.</li></ul><div></div><div><br>
Experience</div><ul><li>1&ndash;3 years of experience in customer service or contact centre operations (preferably in logistics/e-commerce/retail).</li><li>Freshers with strong communication skills may also be considered. Skills &amp; Capabilities:</li></ul><div></div><div><br>
Core Technical Skills</div><ul><li>Proficiency in handling customer service calls and CRM systems.</li><li>Knowledge of shipment tracking processes and customer query resolution.</li><li>Basic sales orientation with ability to cross-sell products/services.</li></ul><div></div><div><br>
Behavioural Competencies</div><ul><li>Communication: Strong verbal communication and listening skills.</li><li>Customer Centricity: Passion for delivering exceptional customer service.</li><li>Problem-Solving: Ability to resolve queries and escalate issues appropriately.</li><li>Team Collaboration: Capability to coordinate effectively with cross-functional teams. Key Performance Indicators:</li></ul><div></div><div><br>
Sr. No. Key Result Areas Key Performance Indicators (KPIs)</div><div>
1Ensure timely response to customer pickup and delivery requests</div><ul><li>% of calls answered within defined number of rings/seconds</li><li>Number of abandoned calls</li><li>Average number of calls handled</li><li>Adherence to defined timelines for pickup requests</li></ul><div></div><div><br>
2Drive revenues from the customer service channel</div><ul><li>Revenue from Cash Desk Sales, TDD</li></ul><div>
3Ensure capability building of self</div><ul><li>Scores on functional training-related tests</li></ul><div>
4Ensure performance-driven culture</div><ul><li>Adherence to Performance Management System timelines and guidelines</li></ul><div></div><div><br>
Why join DHL Blue Dart?</div><div>
When you join us, you&rsquo;re not just taking a job&mdash;you&rsquo;re becoming part of a purpose-led movement that&rsquo;s reshaping the future of logistics across India and the world. At Blue Dart, we don&rsquo;t just deliver parcels&mdash;we deliver excellence, innovation, and opportunity every day.</div><div></div><div><br>
Here&rsquo;s what makes us stand out:</div><ul><li>Great Place to Work&reg; Certified&mdash;a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.</li><li>Competitive pay and performance-linked rewards that truly recognize your impact.</li><li>Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.</li><li>Best-in-class benefits&mdash;from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.</li><li>A culture that celebrates diversity, innovation, and bold thinking&mdash;where your voice is heard and your contributions matter.</li><li>Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.</li><li>The pride of working with India&rsquo;s most awarded logistics brand, trusted by millions and driven by purpose.</li></ul><div>
This is your chance to do meaningful work, build a career without borders, and thrive in a company that&rsquo;s not just a logistics leader&mdash;but a Great Place to Work. Come grow with us.</div></div>

Executive - Customer Service

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