Assistant Manager Customer Service I FX & CFDs I Dubai Market

Overview

As an Assistant Manager, Customer Service, you will play a key role in overseeing and enhancing customer service operations for the Middle East market (Dubai). Your focus will be on ensuring seamless customer experiences, implementing service improvements, and leading a team to achieve operational excellence. You will work closely with stakeholders to align customer service strategies with business goals while maintaining high service standards.

What will you do:

• Oversee the Middle East (Dubai) customer service team, ensuring they provide high-quality support to customers.
• Assist in developing and implementing customer service policies, procedures, and standards to maintain consistency and efficiency in customer interactions.
• Handle customer complaints and feedback, ensuring timely resolution and continuous service improvement.
• Support the hiring, onboarding, and training of new team members to build a capable and customer-centric workforce.
• Collaborate with internal teams, including Quality Assurance and Training, to identify and address knowledge gaps within the customer service team.
• Ensure adherence to company guidelines, policies, and regulatory requirements while promoting a customer-first approach.
• Work on customer service improvement projects, driving operational enhancements through effective project management.
• Maintain and analyze customer service reports and records, identifying trends and areas for improvement.
• Act as a bridge between regional customer service teams and the Global Head of Customer Service, ensuring alignment with the company's strategic direction.

Who are we looking for:

• Bachelors degree in Finance, Economics, Business Administration, or a related field.
• 4 - 6 years of experience in Customer Service/Operations, with at least 2 years in a leadership or supervisory role.
• Strong understanding of the Middle East market, particularly customer expectations in Dubai.
• Experience in the FX/Finance industry is required; exposure to FinTech is an added advantage.
• Strong problem-solving and decision-making skills, with the ability to work in a fast-paced environment.
• Excellent stakeholder management skills, including experience interacting with senior management.
• Strong communication and interpersonal skills in English. Arabic language proficiency is required.
• Ability to handle multiple priorities, manage performance, and drive a culture of continuous improvement.