Customer Service Manager (UAE Nationals)

Emirates NBD
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Attention to detail","Customer focus","Achievement orientation"]

Lead and coach Customer Service Representatives for Priority Banking customers, ensuring service delivery and operational issue resolution across PRB centers. Serve as the first point of contact for service matters, manage escalations within agreed turnaround times, and verify customer requests (non-financial and financial) in line with bank processes and SIM online guidelines. Monitor CSR performance against KPIs, NPS/CSAT, run daily huddles, and maintain proper control of customer requests, documents, and stationery.

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FursaFursa
Emirates NBD
Emirates NBD
1 day ago

Customer Service Manager (UAE Nationals)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead and coach Customer Service Representatives for Priority Banking customers, ensuring service delivery and operational issue resolution across PRB centers. Serve as the first point of contact for service matters, manage escalations within agreed turnaround times, and verify customer requests (non-financial and financial) in line with bank processes and SIM online guidelines. Monitor CSR performance against KPIs, NPS/CSAT, run daily huddles, and maintain proper control of customer requests, documents, and stationery.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Guide, coach, and supervise Customer Service Representatives handling customer queries via CRM, walk-ins, email, phone, faxes, and escalations.
  • •Act as first point of contact for service matters in the PRB centre and support Relationship Managers and Area Managers on service-related issues.
  • •Manage service escalations across PRB and mapped non-PRB branches, ensuring resolution within agreed turnaround times.
  • •Ensure CSRs follow bank processes, policies, and SIM online guidelines, including compliance, audit, and operational control requirements.
  • •Review and verify customer requests (e.g., account maintenance/opening, credit cards, cheque/debit card requests, fixed deposits, telegraphic transfers) and monitor performance against KPIs, NPS/CSAT, and service standards.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •Bachelor’s degree or graduate qualification in any discipline, preferably commerce or banking.
  • •3 to 5 years of experience in banking with exposure to customer service, operations, or relationship management, preferably in the GCC market.
  • •Working knowledge of banking systems, CRM, and Microsoft Office (Excel, PowerPoint, Word).
  • •Experience supervising or managing team members with strong communication, attention to detail, and customer focus.
  • •Achievement orientation with ability to monitor and improve performance against KPIs and service standards.
Experience:3-5 yearsBankingGCC market
Education:Bachelor's
Skills:CommunicationAttention to detailCustomer focusAchievement orientation
Tech Stack:CRMMicrosoft OfficeExcelPowerPointWordSIM onlineBanking systems

Eligibility

Nationality:UAE National

Company Brief

Emirates NBD
Emirates NBD is a leading UAE-based banking group providing retail, corporate, Islamic, investment and private banking, plus asset management and digital banking services across multiple countries in the MENAT region.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1963
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Glassdoor: 3.5
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