Customer Service Manager

WE ARE HIRING | CUSTOMER SERVICE MANAGER

Skylife Holidays is looking for an experienced and customer-focused Customer Service Manager to lead our Customer Service team and ensure an exceptional experience for every client.

Key Responsibilities

• Lead, supervise, and motivate the Customer Service team to achieve excellent service standards.
• Ensure all customer inquiries, complaints, requests, and follow-ups are handled professionally and within the required response time.
• Monitor daily customer service operations and ensure compliance with company SOPs and policies.
• Handle escalated customer complaints and provide effective solutions while protecting the company's interests.
• Monitor customer satisfaction and identify opportunities to improve the overall customer experience.
• Coordinate with Sales, Operations, Reservations, Finance, and other departments to resolve customer issues efficiently.
• Establish and monitor Customer Service KPIs and performance targets.
• Prepare and review daily, weekly, and monthly customer service reports.
• Analyze customer feedback, complaints, and service trends and recommend corrective actions.
• Ensure proper follow-up with customers before, during, and after their travel arrangements.
• Develop and improve customer service procedures, workflows, and communication standards.
• Train and coach team members on customer handling, communication, problem-solving, and company procedures.
• Ensure accurate documentation and proper handling of customer records and cases.
• Support customer retention and identify opportunities to enhance customer loyalty.
• Ensure the team maintains a professional attitude and represents the company positively at all times.

Requirements

• Bachelor's degree in Business Administration, Tourism, Hospitality, or a related field is preferred.
• 3–5+ years of experience in Customer Service, preferably within the Travel, Tourism, Hospitality, or Holidays industry.
• Previous experience in a Customer Service Manager / Team Leader / Supervisor role.
• Strong knowledge of customer service principles and complaint management.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple customer cases simultaneously.
• Strong knowledge of MS Office and customer service/CRM systems.
• Excellent verbal and written English communication skills.
• Arabic or additional languages are an advantage.
• UAE travel/tourism industry experience is an advantage.

What We Are Looking For

We are looking for someone who is:

✔Customer-focused
✔A strong team leader
✔Solution-oriented
Highly organized and detail-oriented
✔Professional and confident in communication
✔Able to manage escalated complaints effectively
✔Passionate about delivering an outstanding customer experience
✔Results-driven and KPI-focused

Join Our Team!

If you are passionate about travel, tourism, and customer experience and have the leadership skills to take a Customer Service team to the next level, we would love to hear from you!

Experience:

• Customer service Manager: 10 years (Required)

Language:

• Arabic (Required)

Location:

• Dubai (Required)

Work Location: In person