Wasl

5 days ago

Assistant Manager - Partnerships (Dubai, AE)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead and support a customer service team, overseeing daily operations to deliver exceptional service. Coach and motivate agents, manage schedules and performance reviews, and ensure inquiries and escalations are handled promptly, professionally, and with empathy. Monitor service quality using feedback and channel reviews, track KPIs and generate reports, and implement process improvements. Maintain SOPs and training materials while coordinating with cross-functional teams to improve customer satisfaction and operational efficiency.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Business Development & Partnerships

Seniority: Manager level

Key Responsibilities

•Supervise, coach, and motivate customer service agents to deliver excellent service.
•Monitor team performance, set clear objectives, conduct performance reviews, and handle scheduling, shift planning, and workload distribution.
•Ensure customer inquiries and issues are handled promptly and professionally; resolve escalated complaints and complex service issues.
•Monitor service quality through feedback, audits, and call/chat/email reviews; track KPIs (CSAT, First Response Time, First Contact Resolution, NPS) and generate reports.
•Create, maintain, and update SOPs; ensure documentation accuracy and align with policies; support onboarding, training, and cross-functional improvements.

Key Requirements

•Bachelor’s degree in business, Communications, or a related field (or equivalent experience).
•3+ years of customer service experience, including 1–2 years in a supervisory or lead role.
•Strong leadership and coaching abilities.
•Proven experience in process documentation and Standard Operating Procedure (SOP) creation.
•Proficiency with customer service tools and documentation platforms such as HubSpot, Zendesk, Salesforce, Confluence, Google Docs, or SharePoint.

Experience:3+ yearsCustomer serviceCustomer experience

Education:Bachelor's in business, Communications

Skills:LeadershipCoachingCommunicationInterpersonalProblem-solving

Languages:EnglishArabic

Tech Stack:HubSpotZendeskSalesforceConfluenceGoogle DocsSharePoint

Company Brief

Wasl

Wasl is a Dubai-based real estate developer and asset manager owning, developing and managing residential, commercial, retail, logistics and hospitality properties across the Emirate, focused on long-term property management and urban development.

Industry: Real Estate Development

Company Size: Enterprise (1,001+ employees)

Growth: Government & Public Sector

Funding: Government Funded

Headquarters: Dubai, United Arab Emirates

Founded: 2008

Website LinkedIn

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Wasl

5 days ago

Assistant Manager - Partnerships (Dubai, AE)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Business Development & Partnerships

Seniority: Manager level

Key Responsibilities

•Supervise, coach, and motivate customer service agents to deliver excellent service.
•Monitor team performance, set clear objectives, conduct performance reviews, and handle scheduling, shift planning, and workload distribution.
•Ensure customer inquiries and issues are handled promptly and professionally; resolve escalated complaints and complex service issues.
•Monitor service quality through feedback, audits, and call/chat/email reviews; track KPIs (CSAT, First Response Time, First Contact Resolution, NPS) and generate reports.
•Create, maintain, and update SOPs; ensure documentation accuracy and align with policies; support onboarding, training, and cross-functional improvements.

Key Requirements

•Bachelor’s degree in business, Communications, or a related field (or equivalent experience).
•3+ years of customer service experience, including 1–2 years in a supervisory or lead role.
•Strong leadership and coaching abilities.
•Proven experience in process documentation and Standard Operating Procedure (SOP) creation.
•Proficiency with customer service tools and documentation platforms such as HubSpot, Zendesk, Salesforce, Confluence, Google Docs, or SharePoint.

Experience:3+ yearsCustomer serviceCustomer experience

Education:Bachelor's in business, Communications

Skills:LeadershipCoachingCommunicationInterpersonalProblem-solving

Languages:EnglishArabic

Tech Stack:HubSpotZendeskSalesforceConfluenceGoogle DocsSharePoint

Company Brief

Wasl

Industry: Real Estate Development

Company Size: Enterprise (1,001+ employees)

Growth: Government & Public Sector

Funding: Government Funded

Headquarters: Dubai, United Arab Emirates

Founded: 2008

Website LinkedIn