Head of Customer Happiness Center UAE National

This role is ideal for a senior Customer Service Customer Happiness Customer Experience or Service Center Operations professional with strong experience in managing high-volume service centers driving customer satisfaction leading teams and improving operational performance.

Key Responsibilities

• Oversee the daily operations of Customer Happiness Centers to ensure smooth efficient and high-quality service delivery.
  
• Develop and implement strategies to improve customer satisfaction customer experience and operational efficiency.
  
• Set and monitor KPIs SLAs service quality standards and operational performance indicators.
  
• Lead customer service teams including mentoring coaching training and performance management.
  
• Handle escalated customer complaints and ensure timely professional and effective resolution.
  
• Implement customer feedback mechanisms to continuously improve service quality.
  
• Monitor customer service performance data and identify areas for improvement.
  
• Ensure compliance with internal policies procedures confidentiality safety and service excellence standards.
  
• Prepare and implement annual operational plans aligned with the organizations strategic objectives.
  
• Drive process improvement innovation customer happiness initiatives and service excellence across the centers.
  
• Coordinate with senior management on center performance service issues and improvement plans.
  
• Promote a culture of professionalism customer focus teamwork and continuous improvement.
  

Requirements

Requirements

• Bachelors degree in Business Administration Customer Service Management or a related field.
  
• 1216 years of experience in customer service management customer happiness customer care or customer experience operations.
  
• Candidates with a masters degree may be considered with 810 years of relevant experience.
  
• Proven experience managing customer service centers customer happiness centers branch service operations contact centers or public service centers.
  
• Strong background in KPI management SLA monitoring service quality customer satisfaction and operational performance.
  
• Experience in handling escalated customer complaints and resolving service issues effectively.
  
• Strong leadership team management communication and interpersonal skills.
  
• Experience in government semi-government organizations is preferred.
  
• Proficiency in customer service systems CRM platforms ticketing systems or customer feedback tools.
  
• Fluency in English is required; Arabic language skills are highly preferred.
  
• UAE or GCC experience is preferred.
  

Benefits

• Competitive Salary
  
• Child Education Allowance
  
• as per UAE Law Standard benefits
  

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