Manager – Customer Concerns & Resolution

Job Overview

Talents Tide is seeking a Manager for Customer Concerns & Resolution to improve customer satisfaction and reduce escalations by analyzing root causes and implementing process improvements. The role reports to the Director – Residential Customer Relations and is located in Dubai (full time and on-site).

Company Overview

Talents Tide is a private company specializing in recruitment and talent solutions, connecting professionals with leading opportunities across various sectors. Based in Dubai, United Arab Emirates, they focus on delivering tailored solutions for their clients and candidates.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelors Degree
• Experience: 5 Year+

Key Responsibilities

• Investigate customer complaints and implement effective solutions.
• Actively manage customer expectations, providing regular updates.
• Conduct in-depth analysis of recurring complaints to identify systemic issues.
• Implement corrective actions and proactive measures to address underlying issues.
• Prepare and present regular reports on complaint trends.
• Collaborate with internal teams to resolve complex complaints.

Requirements

• Bachelor’s degree in Business, Customer Service, or a related field; Master’s degree preferred.
• Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification preferred.
• 4-6 years of experience in customer complaint management or commercial customer service, ideally in a managerial capacity.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.

Benefits

• Opportunity to work with a leading company.
• Be part of a collaborative team.
• Career growth opportunities.
• Gain experience in customer complaint resolution.
• Work in Dubai, United Arab Emirates.