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 organization’s 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

• 
  Bachelor’s degree in Business Administration, Customer Service, Management, or a related field.
• 
  12–16 years of experience in customer service management, customer happiness, customer care, or customer experience operations.
• 
  Candidates with a master’s degree may be considered with 8–10 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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Disclaimer: Black Pearl will never ask for money or any form of
charge our candidates just to process or consider their application for any of
our available vacancies. If you happen to receive such a request from any
members of our staff or other individuals claiming to be part of Black Pearl,
please do call our office at +9712 622 55 03 or drop us a message on our
website -
www.blackpearlconsult.com
.