Customer Service Manager

Are you a results-driven leader with a passion for customer experience and team performance ? Join Ali & Sons – MG Department as a Customer Service Team Leader and play a key role in driving customer satisfaction, optimizing call center operations , and leading a high- performing team in a dynamic automotive environment. Key Responsibilities Lead, coach, and motivate a team of call center agents to achieve performance targets Monitor attendance, schedules, and workload distribution Conduct one-on-one meetings and performance reviews Ensure all inbound/outbound calls meet quality and SLA standards Monitor calls (live and recorded) to maintain service quality and compliance Handle escalated customer concerns, including service complaints and warranty issues Track and analyze KPIs such as AHT, FCR, CSAT, and SLA performance Prepare daily and weekly performance reports Identify trends and recommend improvements to enhance customer experience Coordinate with service centers, workshops, and parts departments Ensure accurate booking of services and timely follow-ups on pending cases Train new agents on CRM systems, customer service standards, and automotive services Maintain CRM data accuracy, call scripts, FAQs, and documentation Manage shift rosters, leave approvals, and system readiness Act as the first point of escalation and ensure timely issue resolution Drive initiatives to reduce complaints and improve customer retention Qualifications & Experience Bachelor’s Degree (B. A or equivalent) Minimum 4 years of relevant experience in Customer Service or call center operations , preferably in automotive Proven experience in team leadership and performance management Strong communication, coaching, and problem-solving skills Experience with CRM systems and call center tools Good understanding of data analysis and reporting Basic technical knowledge of automotive services is an advantage Fluency in English is required; Arabic is an advantage Computer literate Why Join Ali & Sons? Be part of a well-established and trusted automotive group in the UAE Lead a dynamic team in a fast-paced, customer-focused environment Opportunities for career growth and professional development Exposure to leading automotive brands and operations Competitive salary and employee benefits Pay: Up to AED10,000.00 per month Application Question(s) Do you have experience with CRM systems and call center tools? Do you have proven experience in team leadership and performance management? Experience: customer service or call center: 4 years (Preferred) Work Location: In person