Customer Service Manager
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Key skills for this role
Role Overview
Skylife Holidays is seeking an experienced Customer Service Manager to lead the Customer Service team and provide an exceptional client experience.
The role focuses on customer service leadership, complaint resolution, service quality, reporting, and customer retention.
Key Skills for This Role
Full Job Posting
Role Overview
Skylife Holidays is seeking an experienced Customer Service Manager to lead the Customer Service team and provide an exceptional client experience.
The role focuses on customer service leadership, complaint resolution, service quality, reporting, and customer retention.
Key Responsibilities
- Lead, supervise, and motivate the Customer Service team.
- Handle inquiries, complaints, requests, follow-ups, and escalated customer cases within required response times.
- Monitor operations, SOP compliance, customer satisfaction, KPIs, performance targets, and service reports.
- Coordinate with Sales, Operations, Reservations, Finance, and other departments to resolve customer issues.
- Analyze feedback and service trends, recommend corrective actions, and improve procedures and communication standards.
- Train and coach team members and ensure accurate customer records and case documentation.
Requirements
- 3–5 or more years of customer service experience, preferably in travel, tourism, hospitality, or holidays.
- The source separately states that 10 years of Customer Service Manager experience is required.
- Previous Customer Service Manager, Team Leader, or Supervisor experience is required.
- Strong customer service, complaint management, leadership, communication, interpersonal, problem-solving, and decision-making skills are required.
- Ability to work under pressure and manage multiple customer cases simultaneously is required.
- Strong knowledge of MS Office and customer service or CRM systems is required.
- Excellent verbal and written English communication skills and Arabic are required.
- A bachelor's degree in Business Administration, Tourism, Hospitality, or a related field is preferred.
- Additional languages and UAE travel or tourism industry experience are advantageous.
Workplace
- Work location is in person in Dubai.
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