Job Description
Job Description
Position: Customer Service / Call Center Manager
Company: Michael Page
Location: Dubai, UAE
Employment Type: Full Time
Client Overview
Our client is a premium veterinary clinic group with 8 locations under two brands. They are currently looking to recruit an experienced Customer Service / Call Center Manager with a nursing background, combined with call center or sales experience. This role is critical in managing and optimizing customer service, call center, and receptionist departments to ensure high-quality service, effective lead conversion, and customer satisfaction across all locations.
Key Responsibilities
Team Management: Lead, manage, and motivate a team of 12 customer service agents and 10-15 receptionists, rotating across multiple locations.
Onboarding & Training: Develop and implement onboarding programs for new hires, ensuring all team members are trained in customer service standards, upselling techniques, and quality control measures.
KPI Setting & Monitoring: Set and monitor KPIs for customer service, call center, and receptionist teams, with a strong focus on target setting and meeting sales goals.
Problem Solving: Act as the primary point of escalation for customer service issues, providing quick, effective, and emotion-free solutions.
Sales Focus: Utilize sales experience to drive upselling efforts, ensuring the team converts leads into appointments effectively.
Campaign Support: Assist with SMS and email campaigns to optimize their performance, ensuring alignment with customer service goals.
Quality Control: Ensure that all customer interactions are handled professionally, focusing on lead closure and appointment setting without providing medical advice.
Reporting: Provide regular performance reports to senior management, highlighting successes and areas for improvement.
Job Offer
The successful candidate will be offered a competitive salary with benefits such as medical insurance and flight tickets. This role is ideal for a candidate with a nursing background and sales experience who is looking to progress in their career.
Profile Requirements
Nursing Background with Sales or Call Center Experience: Experience in patient care and understanding of medical environments combined with sales or call center experience is essential.
Leadership Skills: Proven ability to lead and develop teams, with a history of meeting and exceeding KPIs.
Problem Solving: Strong problem-solving skills, with the ability to stay calm and focused under pressure.
Communication: Excellent verbal and written communication skills, capable of conveying instructions clearly and effectively.
Customer Focus: A deep commitment to delivering exceptional customer service in a high-end, fast-paced environment.
Application Process
If you meet the qualifications and are interested in this opportunity, please submit your CV to info@michaelpage.ae.
dubai - United Arab Emirates
Category
Experience
Career Level
Required Qualification
Bachelor’s degree in a relevant field
Requires Traveling:
No
Salary
Salary Not disclosed
Salary Type
Per Month
Total Vacancies
1
Skills
1customer servicecall centerdubaiclientveterinarygroupcall center managernursingsalesreceptionistserviceleadcustomer satisfactionmanagementteamrotatingtrainingonboardingstandardsupsellingquality controlsettingmonitoringmonitorfocustargetprimaryprovidingsupportemailcampaignsperformancealignmentcontrolcustomerclosuremedicalsenior managementsalarybenefitsmedical insuranceflightprogresspatient carehistoryverbalwritten communication