About the Role: Responsibilities, Skills, and Requirements
Join Us as Our Next Customer Service Manager in Business Bay
Are you the kind of person who thrives on solving problems and making sure clients walk away with a smile? As a Customer Service Manager based in the heart of Business Bay, Dubai, you’ll get the chance to lead a team, build meaningful connections, and shape the way we deliver support in one of the city’s most dynamic business districts. With competitive pay and real room to grow, this is more than a job — it’s an opportunity to make your mark in a place where your work truly matters.
About Us
We’re a fast-growing, people-focused team committed to raising the bar for customer service in Dubai. Our office is just steps away from the Dubai Canal, buzzing with energy, laughter, and the occasional friendly competition over who makes the best Arabic coffee. Here, everyone pitches in — from the Monday morning “wins round-up” to the casual after-work gatherings that turn colleagues into friends. What brings us together? Our shared belief that great service is built on trust, empathy, and a genuine desire to help others — and we celebrate every milestone together.
What You’ll Be Doing
- Leading and mentoring a diverse team of customer service representatives — uplifting their skills and inspiring their best work
- Monitoring daily operations in our Business Bay hub, stepping in to resolve escalated issues and ensure smooth workflow
- Developing strategies to enhance the customer journey and exceed expectations, not just meet them
- Handling data-driven reporting: tracking customer satisfaction, response times, and identifying improvement areas
- Coordinating with other departments (like Sales and Operations) to foster a seamless client experience
- Onboarding new team members and spearheading their ongoing training and development
- Rolling up your sleeves to handle VIP client requests or complicated situations when needed — your example sets the tone
What You’ll Bring
Must-Haves:
- At least 2 years of experience managing a customer service team, ideally in the UAE or GCC region
- Strong communication skills in English (Arabic is a plus!)
- Currently based inside the UAE, ready for an in-person position in Business Bay
- Calm under pressure and flexible in the face of change — you know every day can be different
- A positive, proactive attitude and genuine passion for helping people
Nice-to-Haves:
- Experience within the service, retail, or hospitality sectors
- Familiarity with common CRM software or call center tech
- A knack for motivating teams and resolving conflicts before they escalate
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salary package: AED 6,000–10,000 per month (based on experience)
- Two-year UAE residency visa provided
- Health insurance, plus housing and daily transportation allowance — so you can focus on what you do best
- Collaborative, multicultural team who celebrate each other’s wins and support one another during busy days
- Modern workspace in Business Bay — with great coffee, city views, and a few memorable office traditions
- Opportunities to develop your career as our company grows
We know that work is a big part of life, but it shouldn’t be all-consuming. Here, you’ll find a place where your voice is valued, your growth is supported, and you can build a role that’s uniquely your own.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Can you share an example of how you've previously led a customer service team to achieve a significant improvement in customer satisfaction scores?
- What strategies have you used to coach and develop team members who were struggling to meet performance targets?
- Describe a time you had to resolve an escalated issue with a VIP or high-profile client. What approach did you take, and what was the outcome?
- How do you use data and reporting to identify areas for team or process improvement in a customer service environment?
- Tell us about your experience working with CRM software or call center technology. Which tools have you found most helpful?
- In your opinion, what does it mean to go “beyond expectations” in customer service, and how have you instilled this mindset in your teams?
- How do you handle periods of high pressure or rapid changes in a busy customer-facing role?
- Give an example of how you coordinated with other departments (like Sales or Operations) to resolve a client issue or improve the customer experience.
- When onboarding new team members, what key elements do you prioritize to ensure they feel supported and set up for success?
- How do you foster open communication and trust within a multicultural and diverse team?
- If you noticed growing tension or conflict among team members, how would you address it before it escalates?
- What excites you about working in a collaborative office like ours in Business Bay, and how do you contribute to a positive team atmosphere?
- Can you share a time when your proactive attitude made a difference for a client or colleague?
- What motivates you to work in customer service, and how do you sustain your passion on challenging days?