Job Description

Roles & Responsibilities

• Lead and mentor a high-performing digital customer service team, fostering a culture of exceptional customer advocacy and continuous improvement.
• Develop and implement innovative customer service strategies across all digital channels (chat, email, social media, self-service) to enhance customer satisfaction and loyalty.
• Analyze customer interaction data and feedback to identify trends, pain points, and opportunities for service optimization and product enhancement.
• Manage the customer service technology stack, including CRM, helpdesk software, and AI-powered tools, ensuring seamless integration and efficient operation.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field; Master's degree is a plus.
• 5–8+ years of experience in Customer Service, Customer Experience or Contact Centre management.
• Minimum 2–3 years of team management experience, preferably managing 8–15+ agents.
• Experience handling B2B and B2C customers across multiple channels.
• Strong experience with WhatsApp, social media, email, phone and e-commerce customer service.
• Experience in Hospitality, Catering, Events, Food & Beverage, Gifting, Retail or E-commerce is preferred.
• Strong knowledge of customer service KPIs, SLA, response time and resolution management.
• Hands-on experience with CRM, ticketing or omnichannel platforms such as Respond io, Zoho Desk or similar.
• Strong complaint-handling, problem-solving and escalation-management skills.
• Data-driven with the ability to analyse customer service performance and identify improvement areas.
• Excellent English communication skills, both written and verbal.
• Strong leadership, coaching and team-management skills.
• UAE experience is preferred.

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