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.