Senior Manager - Customer Service Job Description
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. In the GCC market, this role is actively hired across Qatar with 2 recent postings.
A Senior Manager - Customer Service in the GCC region requires communication, Excel, analytical, presentation, customer service. Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. This role is in demand across the Gulf Cooperation Council countries.
Senior Manager - Customer Service salary in the UAE
Median monthly gross in AED for a mid-level Senior Manager - Customer Service. See the full breakdown by country and seniority.
Key responsibilities
- 01A. Shareholder & Financial:
- 02Creating of Key Performance Indicators (KPIs) for the customer service / Call Centre performance monitoring and quality measurement purposes.
- 03Ensure that Customer Service and Call Centre staffs achieve performance objectives with the aim of contributing to volume, revenue, and profit.
- 04Provide input in related budgets to facilitate the delivery and execution of the company budget and strategy.
- 05Implements KPI’s and best practices for Assistant Manager Customer Service.
- 06Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- 07Act within the limits of the powers delegated to the incumbent.
- 08B. Customer (Internal & External):
- 09Enhance the Group’s image through pro
- 10Maintain regular contact with QNBFS Business Heads, Managers and leaders to ensure full integration and fit of Branding & Advertising goals and objectives with Business goals and objectives.
- 11Responsible for adhering to Group Communication guidelines in the look and feel of each delivery channel and customer segment.
- 12Timely resolution of escalated customer complaints
Required qualifications
- : University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study).
- : At least 4 years of relevant experience, preferably within a highly rated international bank.
- : Knowledge about Qatar Financial Markets Authority (QFMA) & Qatar Exchange (QE) regulations.
- : Highly customer
- : Excellent oral and written communication skills (including report writing) in English and Arabic.
- : Good interpersonal and presentation skills.
- : Understanding of the relevant laws, regulations, and practices.
- : Ability to make decisions and follow through with initiatives.
Education requirements
- : Associate degree
Required skills
Preferred skills
Tools & technologies
Hiring companies we see
- QNB
Hired across
- Qatar
FAQ
What does a Senior Manager - Customer Service do in the GCC?
A Senior Manager - Customer Service in the GCC performs core duties related to communication, Excel, analytical, adapted to the regional business environment and regulatory framework.
What qualifications do I need to be a Senior Manager - Customer Service?
Typically an Associate degree is required, with 4+ years of experience in the field.
What is the demand for Senior Manager - Customer Service in the GCC?
The role is actively hired across Qatar, with consistent demand from both local and multinational employers.
What skills are needed for a Senior Manager - Customer Service role?
Key skills include communication, Excel, analytical, presentation, customer service, AWS, along with strong communication and teamwork abilities.
Do I need Arabic to work as a Senior Manager - Customer Service in the GCC?
Arabic language proficiency is often preferred but not always required. It depends on the employer, sector, and client-facing nature of the role.
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