Manager, Customer Happiness Centre Mai Dubai LLC

Employer Active

Posted on 23 Feb

Experience

5 - 10 Years

Monthly Salary

AED 15,000 - 20,000 ($4,051 - $5,401)

Job Location

Dubai - United Arab Emirates (UAE)

Education

MBA/PG Diploma in Business Mgmt(Marketing)

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

1. Team Leadership & Development

  • Lead and motivate Customer Happiness Centre and Ecommerce B2C teams.

  • Build a high‑performance, customer‑centric culture.

  • Conduct performance evaluations and support team development.

2. Operational Management

  • Manage daily operations of call centre and Ecommerce B2C.

  • Track and improve KPIs (Service Level, NPS, response time, abandoned calls, order accuracy).

  • Ensure effective workforce planning and scheduling.

3. Customer Experience Enhancement

  • Maintain high customer service standards across all channels.

  • Handle escalated customer issues promptly.

  • Implement initiatives to improve overall customer satisfaction.

4. Process Improvement

  • Identify inefficiencies and implement improvements.

  • Streamline workflows and optimize order fulfillment.

  • Collaborate with cross‑functional teams to enhance customer journey.

5. Technology & Tools Management

  • Oversee CRM, ecommerce platforms, and customer service tools.

  • Recommend and implement system upgrades.

  • Ensure smooth integration and platform functionality.

6. Reporting & Analytics

  • Prepare and analyze performance reports.

  • Identify trends, risks, and improvement opportunities.

  • Drive data-based decision-making.

7. Compliance & Quality Assurance

  • Ensure compliance with policies, safety, and regulatory standards.

  • Maintain service quality through QA programs.

8. Budget & Resource Management

  • Develop and oversee departmental budgets.

  • Monitor costs and ensure efficient use of resources.

Desired Candidate Profile

  • Bachelor’s degree in Business Administration, Management, Marketing, or a related field.

  • 5–7 years of proven experience managing call centre operations.

  • Strong knowledge of customer service practices and ecommerce processes.

  • Excellent communication, leadership, and interpersonal skills.

  • Skilled in problem-solving, decision-making, and conflict resolution.

  • Proficient in performance management and coaching teams.

  • Medium proficiency in Excel and PowerPoint (reporting, dashboards, presentations).

  • Analytical mindset with ability to interpret KPIs and operational data.

  • Ability to manage multiple priorities and perform under pressure.

  • Tech‑savvy with experience in CRM systems and Ecommerce platforms.

  • Customer‑focused mindset with commitment to service excellence.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Call Center Management
  • Problem Solving
  • Conflict Resolution
  • Process Improvement

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Mai Dubai LLC

Mai Dubai is a leading and well-recognized bottled water company in the Region, known for its high-quality drinking water, advanced sustainable production, and strong presence across retail, home delivery, and international markets.

Chirag Rao - Recruitment Specialist

Dubai, United Arab Emirates (UAE)

https://www.maidubaiwater.com

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