About Us The ENTERTAINER is a leading digital company dedicated to adding value for consumers by bringing them the best incentive offers globally. We are a 100% digital, data-driven tech company providing first-rate offers across renowned dining, leisure, entertainment, and hotel brands worldwide. The ENTERTAINER has grown with the aim of creating unbeatable value and loyalty everywhere we operate. We believe that "experience is everything," and that's why we are passionate about creating unforgettable experiences for our customers, partners, and employees.As a Customer Service Manager you willAs a Customer Service Manager you will play a pivotal role in shaping and overseeing our customer service operations. Your primary responsibility will be to lead a team committed to delivering exceptional service, ensuring customer satisfaction, and contributing significantly to the overall success of our organisation.Leadership & Team Management:xc2xb7 Train and maintain a high-performing customer service team.xc2xb7 Set clear performance expectations and monitor individual and team performance.xc2xb7 Provide ongoing training and development to enhance team skills and knowledge.xc2xb7 Foster a positive and supportive work environment that motivates and empowers team members and embodies the core values of the ENTERTAINER.Customer Experience:xc2xb7 Develop and implement strategies to improve customer satisfaction and loyalty.xc2xb7 Analyse customer feedback and trends to identify areas for improvement.xc2xb7 Resolve complex customer issues and complaints promptly and effectively.xc2xb7 Monitor key performance indicators to measure customer service performance.Operational Excellence:xc2xb7 Oversee daily operations, including call centre management, live chat email support, and social media engagement.xc2xb7 Streamline and optimise customer service processes to enhance efficiency and responsiveness.xc2xb7 Implement innovative tools and technologies to improve the overall customer support experience.xc2xb7 Ensure adherence to service level agreements (SLAs) and quality standards.xc2xb7 Collaborate with other departments to ensure seamless customer experiences.Problem-Solving:xc2xb7 Identify and troubleshoot customer issues and system malfunctions.xc2xb7 Develop and implement solutions to prevent recurring problems.xc2xb7 Analyse data to identify root causes of issues and implement corrective actions.Customer Advocacy:xc2xb7 Serve as the voice of the customer within the organisation, collaborating with other departments to enhance the overall customer experience.What were looking forxc2xb7 Proven experience in customer service management, preferably in a fast-paced environment.xc2xb7 Strong leadership and interpersonal skills.xc2xb7 Excellent written and spoken English is essential. Arabic is a bonus.xc2xb7 Excellent communication and problem-solving abilities.xc2xb7 Proficient in CRM software and customer service tools.xc2xb7 Ability to handle high-pressure situations and maintain a positive attitude.xc2xb7 Strong analytical and decision-making skills.xc2xb7 A passion for delivering exceptional customer experiences.What We Offerxc2xb7 Competitive salary and benefits package.xc2xb7 Opportunity to work with a dynamic and innovative company.xc2xb7 Chance to contribute to the growth and success of a well-known UAE brand.Powered by JazzHR