Customer Service Manager

TAD Logistics

  • Dubai
  • Permanent
  • Full-time
  • 6 days ago
Job Title: Customer Service ManagerJob SummaryThe Customer Service Manager is responsible for leading the customer service team, ensuring high-quality support, and delivering excellent customer experiences. This role focuses on improving customer satisfaction, resolving escalations, and implementing service strategies aligned with business goals.Key Responsibilities
  • Manage and oversee daily customer service operations
  • Lead, train, and motivate the customer service team
  • Handle complex customer inquiries and escalations
  • Develop and implement customer service policies and procedures
  • Monitor team performance and set KPIs (response time, resolution rate, CSAT)
  • Ensure timely and effective resolution of customer issues
  • Analyze customer feedback and identify areas for improvement
  • Coordinate with other departments (sales, operations, logistics)
  • Prepare reports on customer service performance and trends
  • Implement tools and systems to enhance customer support
  • Maintain high standards of professionalism and customer satisfaction
Qualifications & Requirements
  • Bachelor’s degree in Business Administration, Management, or related field
  • 5–8 years of experience in customer service, with at least 2–3 years in a managerial role
  • Strong knowledge of customer service practices and tools (CRM systems)
  • Experience in handling customer complaints and conflict resolution
  • Proven leadership and team management skills
Key Skills
  • Excellent communication and interpersonal skills
  • Strong leadership and team-building abilities
  • Problem-solving and decision-making skills
  • Customer-focused mindset
  • Ability to work under pressure and manage multiple tasks
  • Analytical skills for performance tracking and improvement
Working Conditions
  • Office-based or call center environment
  • May require shift work, weekends, or extended hours
  • High interaction with customers and internal teams
Optional Add-ons (depending on company)
  • Experience in specific industries (logistics, retail, banking, telecom, etc.)
  • Multilingual skills
  • Knowledge of customer service metrics and analytics tools

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