Customer Service Manager

Description:

TalentOne is currently seeking an experienced and strategic Customer Service Manager to lead and enhance service operations across its industrial and commercial business units in Abu Dhabi. This role is ideal for a results-driven professional who is passionate about delivering exceptional customer experiences while driving operational excellence.

The selected candidate will be responsible for managing large-scale service operations, implementing strategies, and ensuring consistent service standards across multiple sites. You will play a critical role in aligning operational processes with business goals while maintaining high levels of customer satisfaction.

Key Responsibilities:

Strategy & Governance:
• Lead the development and execution of customer service strategies
• Define and monitor KPIs, SLAs, and service benchmarks across operations

Operational Leadership:
• Oversee day-to-day service operations, including handling escalations and workforce planning
• Manage budgets effectively and ensure compliance with internal and regulatory requirements

Process Optimization:
• Implement and improve CRM systems, reporting tools, and operational dashboards
• Drive continuous improvement initiatives to enhance efficiency and service quality

Cross-Functional Collaboration:
• Work closely with Production, Logistics, and Quality teams
• Ensure smooth and efficient end-to-end service delivery across departments

Requirements:
• Bachelor’s degree in Business, Operations, or a related discipline
• 8–10 years of overall professional experience
• 3–5 years of leadership experience, preferably in industrial or commercial environments
• Strong expertise in CRM systems and customer service technologies
• Excellent stakeholder management and communication skills
• Strong resource planning abilities with a focus on operational excellence

Why Join:
• Opportunity to lead and influence large-scale service operations
• Work within a dynamic and growth-oriented environment
• Contribute to shaping and improving customer experience strategies