Manager - Customer Concerns & Resolution

Client of AW Connect

Job Title: Manager - Customer Concerns & Resolution

Location: Dubai, UAE

Reporting to: Senior Manager - Residential Customer Relations

We are seeking a highly motivated and experienced professional to lead our customer concerns and resolution efforts. The role focuses on resolving customer issues, improving satisfaction, and reducing escalations by analyzing root causes and implementing process improvements.

Key Responsibilities:

• Investigate and resolve customer concerns, collaborating with relevant departments to improve satisfaction and retention.

• Manage customer expectations by providing regular updates on concern status and resolution timelines.

• Analyze recurring complaints to identify systemic issues and recommend process improvements.

• Implement corrective actions and proactive measures to address customer dissatisfaction.

• Work closely with quality assurance and operations teams to drive continuous improvement initiatives.

• Ensure compliance with company policies, industry regulations, and legal requirements in concern management.

• Maintain accurate documentation of concern handling and resolution for transparency and accountability.

• Prepare and present reports on concern trends, resolutions, and process improvements to senior management.

• Collaborate with internal teams and external regulatory bodies to resolve complex complaints.

• Monitor and analyze concern trends to identify patterns and provide actionable insights for strategic planning.

Key Performance Indicators:

• Concern Resolution Time

• Customer Satisfaction Score (CSAT)

• Net Promoter Score (NPS)

• Customer Retention Rate Post-Complaint

Qualifications and Skills:

• Bachelor s degree in Business, Customer Service, or a related field; Master s degree preferred.

• Certifications such as CCXP, CRM, or CCSP are a plus.

• 4-6 years of experience in customer concern management or commercial customer service, ideally in a managerial role.

• Proficient in Microsoft Office Suite and CRM systems.

• Strong analytical, interpersonal, and communication skills in English and/or Arabic.

• Proven ability to resolve customer complaints, develop strategies, and implement process improvements.

• Knowledge of regulatory compliance and industry best practices in customer service.

• Strong organizational and time management skills, with the ability to handle multiple tasks under pressure.

• Valid UAE Passport

Core Competencies:

• Execution & Delivery: Results-oriented, ensures operational excellence, and delivers timely solutions.

• Accountability: Takes ownership of responsibilities and outcomes.

• Teamwork & Collaboration: Fosters trust and works collaboratively across functions.

• Effective Communication: Communicates clearly, seeks feedback, and encourages open dialogue.

• Innovation: Actively seeks new insights and opportunities for success.

• Customer Service Orientation: Builds strong relationships by anticipating and responding to customer needs.