Head of Customer Happiness Center UAE National

This role is ideal for a senior Customer Service Customer Happiness Customer Experience or Service Center Operations professional with strong experience in managing high-volume service centers driving customer satisfaction leading teams and improving operational performance.

Key Responsibilities

• Oversee the daily operations of Customer Happiness Centers to ensure smooth efficient and high-quality service delivery.
  
• Develop and implement strategies to improve customer satisfaction customer experience and operational efficiency.
  
• Set and monitor KPIs SLAs service quality standards and operational performance indicators.
  
• Lead customer service teams including mentoring coaching training and performance management.
  
• Handle escalated customer complaints and ensure timely professional and effective resolution.
  
• Implement customer feedback mechanisms to continuously improve service quality.
  
• Monitor customer service performance data and identify areas for improvement.
  
• Ensure compliance with internal policies procedures confidentiality safety and service excellence standards.
  
• Prepare and implement annual operational plans aligned with the organizations strategic objectives.
  
• Drive process improvement innovation customer happiness initiatives and service excellence across the centers.
  
• Coordinate with senior management on center performance service issues and improvement plans.
  
• Promote a culture of professionalism customer focus teamwork and continuous improvement.
  

Requirements

Requirements

• Bachelors degree in Business Administration Customer Service Management or a related field.
  
• 1216 years of experience in customer service management customer happiness customer care or customer experience operations.
  
• Candidates with a masters degree may be considered with 810 years of relevant experience.
  
• Proven experience managing customer service centers customer happiness centers branch service operations contact centers or public service centers.
  
• Strong background in KPI management SLA monitoring service quality customer satisfaction and operational performance.
  
• Experience in handling escalated customer complaints and resolving service issues effectively.
  
• Strong leadership team management communication and interpersonal skills.
  
• Experience in government semi-government organizations is preferred.
  
• Proficiency in customer service systems CRM platforms ticketing systems or customer feedback tools.
  
• Fluency in English is required; Arabic language skills are highly preferred.
  
• UAE or GCC experience is preferred.
  

Benefits

• Competitive Salary
  
• Child Education Allowance
  
• as per UAE Law Standard benefits
  

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Required Skills:

Requirements Bachelors degree in Business Administration Customer Service Management or a related field. 1216 years of experience in customer service management customer happiness customer care or customer experience operations. Candidates with a masters degree may be considered with 810 years of relevant experience. Proven experience managing customer service centers customer happiness centers branch service operations contact centers or public service centers. Strong background in KPI management SLA monitoring service quality customer satisfaction and operational performance. Experience in handling escalated customer complaints and resolving service issues effectively. Strong leadership team management communication and interpersonal skills. Experience in government semi-government organizations is preferred. Proficiency in customer service systems CRM platforms ticketing systems or customer feedback tools. Fluency in English is required; Arabic language skills are highly preferred. UAE or GCC experience is preferred.

Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 46000 - 46000