Customer Service Manager

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 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:

1. Train and maintain a high-performing customer service team
2. Set clear performance expectations and monitor individual and team performance
3. Provide ongoing training and development to enhance team skills and knowledge
4. Foster a positive and supportive work environment that motivates and empowers team members and embodies the core values of the ENTERTAINER

Customer Experience:

1. Develop and implement strategies to improve customer satisfaction and loyalty
2. Analyse customer feedback and trends to identify areas for improvement
3. Resolve complex customer issues and complaints promptly and effectively
4. Monitor key performance indicators to measure customer service performance

Operational Excellence:

1. Oversee daily operations, including call centre management, live chat, email support, and social media engagement
2. Streamline and optimise customer service processes to enhance efficiency and responsiveness
3. Implement innovative tools and technologies to improve the overall customer support experience
4. Ensure adherence to service level agreements (SLAs) and quality standards
5. Collaborate with other departments to ensure seamless customer experiences

Problem-Solving:

1. Identify and troubleshoot customer issues and system malfunctions
2. Develop and implement solutions to prevent recurring problems
3. Analyse data to identify root causes of issues and implement corrective actions

Customer Advocacy:

1. Serve as the voice of the customer within the organisation, collaborating with other departments to enhance the overall customer experience

What We’re Looking For

1. Proven experience in customer service management, preferably in a fast-paced environment
2. Strong leadership and interpersonal skills
3. Excellent written and spoken English is essential. Arabic is a bonus
4. Excellent communication and problem-solving abilities
5. Proficient in CRM software and customer service tools
6. Ability to handle high-pressure situations and maintain a positive attitude
7. Strong analytical and decision-making skills
8. A passion for delivering exceptional customer experiences

What We Offer

1. Competitive salary and benefits package
2. Opportunity to work with a dynamic and innovative company
3. Chance to contribute to the growth and success of a well-known UAE brand