Director of Customer Service

Ministry of Education Dubai

Job Description
Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership.
Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market.
The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness.
Department Definition:
Director of Customer Services to lead and oversee the operations of Call Centre Operations, Customer Happiness Centre Operations, and Service Quality & Continuous Improvements sections. The role focuses on ensuring exceptional customer experiences, optimizing operations, and driving continuous improvements across all service channels.
Main Job Duties & Responsibilities:
Call Centre Operations Section:
- Oversee the Call Centre Operations, ensuring efficient and timely handling of customer inquiries.
- Develop and implement strategies to improve call response time, first-call resolution, and overall customer satisfaction.
- Monitor performance metrics, such as Average Handling Time (AHT) and service level adherence, to achieve organizational targets.
- Provide leadership and support to call center teams through training, coaching, and performance monitoring.
- Leverage technology and tools to enhance operational efficiency and automate call center processes.
Customer Happiness Centre Operations Section:
- Ensure Customer Happiness Centers deliver high-quality, customer-centric services aligned with organizational values.
- Streamline operations to reduce waiting times, optimize workflow, and ensure timely resolution of inquiries.
- Develop initiatives to improve customer experience and achieve high satisfaction rates.
- Monitor and analyze customer feedback to identify trends, gaps, and opportunities for service enhancement.
- Collaborate with internal departments to resolve systemic issues impacting customer happiness.
Service Quality & Continuous Improvements Section:
- Develop and implement frameworks for monitoring service quality across all customer service channels.
- Define and track Key Performance Indicators (KPIs) to measure and enhance service performance.
- Drive continuous improvement initiatives by analyzing processes, identifying inefficiencies, and implementing solutions.
- Conduct regular audits and evaluations to ensure compliance with organizational standards and service policies.
- Leverage customer satisfaction surveys and feedback to implement targeted improvements.
- Foster a culture of innovation and excellence to consistently improve service delivery and operational performance.
Skills
- 15+ years of experience in customer service operations, proven expertise in managing call center operations, customer happiness centers, and service quality improvements.
- A bachelor s or master s degree within business administration, Customer Service Management, or within a relevant field.
- Customer Service Platforms: Expertise in implementing and overseeing customer service management systems (e.g., CRM tools like Salesforce, Zendesk, or Microsoft Dynamics).
- Performance Monitoring Systems: Strong ability to analyze metrics and dashboards for service quality, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Process Improvement Frameworks: Familiarity with methodologies like Six Sigma or Lean Management to enhance operational workflows.
- Customer Service Excellence: Ability to deliver high-quality customer service, with a strong commitment to customer satisfaction.
- Performance Optimization: Skilled in optimizing call center and in-person service operations to improve efficiency and customer satisfaction.
- Problem Solving & Escalation Management: Strong problem-solving skills with experience in orchestrating escalation management frameworks and resolving complex customer issues.
- Leadership: Effective team leadership and management skills, fostering a positive and productive work environment.
- Communication: Strong communication skills for effective collaboration with cross-functional teams and clear, empathetic customer interaction.
- Speaking, Reading & Writing English & Arabic.