{bc}
Apply
linkedin

Customer Care Manager

SAP Inside Track Chennai
Abu Dhabi, UAE
Full Time
Manager
Hybrid
Yesterday
Customer Service ManagementCRMSalesforceMicrosoft Dynamics 365HubSpotZendesk
Free

Job Fit Check

Base Career helps you apply smarter for this job.

?%
Ready to Scan

Key skills for this role

Customer Service ManagementCRMSalesforce
Smart Apply

Full Job Posting

About Us

  • We are a customer focused organization committed to delivering exceptional service experiences and building lasting relationships with our customers.
  • Our teams collaborate across Customer Care, Customer Success, Sales, Operations, Product, Quality Assurance, Technology, and Executive Leadership.

The Role

  • We are seeking an experienced Customer Care Manager to lead customer service operations, improve service quality, and drive customer satisfaction initiatives.
  • The ideal candidate will manage customer care teams, optimize support processes, monitor service performance, and develop strategies that deliver consistent, efficient, and customer centric experiences across all channels.

Key Responsibilities

  • Develop and implement customer care strategies, service standards, operational frameworks, and customer experience improvement initiatives aligned with organizational objectives.
  • Lead daily customer care operations across phone, email, chat, social media, and digital support channels to ensure timely and effective customer assistance.
  • Manage, coach, and develop customer care representatives, supervisors, and support teams to achieve service excellence.
  • Collaborate with Customer Success, Sales, Marketing, Product, Operations, Quality Assurance, Information Technology, and Executive Leadership to improve customer journeys and service delivery.
  • Establish customer service policies, procedures, escalation frameworks, quality standards, and performance management processes.
  • Monitor key performance indicators (KPIs) including customer satisfaction (CSAT), Net Promoter Score (NPS), first response time, resolution time, service level agreements (SLAs), customer retention, and contact center performance.
  • Analyze customer feedback, complaints, service trends, and operational data to identify improvement opportunities and enhance customer experiences.
  • Manage customer escalations, service recovery initiatives, and complex customer issues while maintaining strong relationships and trust.
  • Implement customer care technologies including CRM platforms, contact center solutions, knowledge management systems, chatbots, automation tools, and analytics platforms.
  • Ensure compliance with customer service policies, data protection requirements, regulatory standards, and organizational procedures.
  • Develop customer service training programs, coaching frameworks, and continuous improvement initiatives to enhance team capabilities.
  • Prepare customer care reports, service dashboards, performance analyses, and executive recommendations for senior leadership.

Requirements

  • Bachelor's degree in Business Administration, Customer Experience, Communications, Marketing, Management, or a related field.
  • Master's degree or professional certifications in Customer Experience (CX), Customer Success, Contact Center Management, Service Management, or related disciplines are advantageous.
  • Minimum 5 years of experience in customer care, customer service management, contact center operations, customer experience, or related roles.
  • At least 2 years of experience managing customer service teams, contact centers, or customer experience programs preferred.
  • Strong understanding of customer service operations, customer journey management, service quality, complaint resolution, workforce management, and performance improvement.
  • Experience with CRM systems such as Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, ServiceNow, or similar platforms.
  • Proficiency with customer analytics tools, contact center technologies, Microsoft Office Suite, Power BI, reporting tools, and customer feedback platforms.
  • Knowledge of automation, AI powered customer service solutions, omnichannel support, customer experience analytics, and service optimization is advantageous.
  • Strong leadership, communication, coaching, problem solving, stakeholder management, and analytical skills.
  • Ability to manage high volume customer operations while balancing service quality, efficiency, customer satisfaction, and business objectives.
  • Ability to work independently and effectively in remote and hybrid environments.

What We Offer

  • Flexible remote/hybrid work opportunity within the United Arab Emirates.
  • Competitive compensation package.
  • Professional development and customer experience leadership growth opportunities.
  • Exposure to digital customer service transformation, automation, analytics, and customer experience innovation.
  • Collaborative culture focused on customer excellence, innovation, accountability, and continuous improvement.
  • Opportunity to lead customer care initiatives that create meaningful experiences and strengthen long term customer loyalty.

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Sarah M.James T.Maya R.

Trusted by over 500,000 job seekers on Base Career

Start Free Today