Job Detail

Job Description

Our client is global FinTech organization and as part of their growth, we are recruiting a UAE experienced Head of Customer Service to join their Dubai operations.

The role is accountable for developing and implementing strategies and initiatives to enhance the customer journey to accelerate customer acquisition and retention.

Candidates must have proven capabilities in driving the vision and operational roadmap for customer success focusing on customer growth through customer onboarding and retention.

The successful candidate will have strong UAE experience in embedding customer excellence systems, processes and practices within a multi-cultural contact center.

Role Summary

• Oversee a multicultural 150+ seat customer support team that provide client onboarding and live chat, telephone and email support.
  
• Build and nurture a customer-centric culture.
  
• Manage a team to ensure service volume and quality levels are exceeded.
  
• Establish customer success metrics and measures for improvement.
  
• Evaluate and manage team performance against team and individual KPIs.
  
• Collaborate with sales, marketing, product and operations to develop resources to onboard new customers and drive platform utilization, product adoption and brand engagement.
  
• Identify customer growth and retention opportunities; mitigate risk to increase client satisfaction.
  

Mandatory Skills & Experience

• 8 – 10 years’ experience in managing customer service / contact center operations within financial institutions - Fintech, FX, retail banking, investment management, cryptocurrency, bitcoin or financial services.
  
• Strong commercial and financial acumen with a deep understanding of value drivers related to customer spend, satisfaction and retention.
  
• Strong business acumen with deep understanding of key business results, their impact and ensuring the delivery of those results.
  
• Strong data analysis experience to identify areas of improvement and optimize customer excellence.
  
• Proven capabilities in building a culture of continuous learning and improvement.
  
• Strong leadership, team building and people development capabilities to build high performing customer centric teams.
  

Candidate Profile

• Currently living in the United Arab Emirates.
  
• Fluent in English.
  
• Self-motivation with the drive to overachieve in a fast-paced customer centric environment.
  
• Deep empathy for customers’ pain points; enjoys resolving client issues and complaints.
  
• Strong organizational skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders.
  
• Ability to influence and engage cross-functional teams.
  

• Bachelors degree