Team Leader Enterprise Complaints

Du
Dubai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3-5 yearsEducation: bachelorsSkills: ["Excellent stakeholder management","Executive communication","Root cause analysis","Analytical thinking","Problem-solving"]

Lead du’s Enterprise (B2B) complaint management function by resolving complex, high-value issues across network services (MPLS, DIA, VPN, IPLC, SD-WAN), billing, and service provisioning. Act as the primary escalation point for P1/P2 incidents, coordinate with NOC, Field Operations, Provisioning, Billing, and Enterprise Sales, and protect revenue by ensuring SLA compliance and minimizing penalty risk. Drive root-cause analysis, process improvements, and train 400+ offshore agents to improve enterprise CSAT/NPS.

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FursaFursa
Du
Du
1 day ago

Team Leader Enterprise Complaints

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead du’s Enterprise (B2B) complaint management function by resolving complex, high-value issues across network services (MPLS, DIA, VPN, IPLC, SD-WAN), billing, and service provisioning. Act as the primary escalation point for P1/P2 incidents, coordinate with NOC, Field Operations, Provisioning, Billing, and Enterprise Sales, and protect revenue by ensuring SLA compliance and minimizing penalty risk. Drive root-cause analysis, process improvements, and train 400+ offshore agents to improve enterprise CSAT/NPS.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Resolve complex enterprise complaints across network outages/performance issues, billing discrepancies, service activation/provisioning delays, and chronic fault cases.
  • •Serve as the primary escalation point for priority enterprise cases (P1 and P2), coordinating with NOC, Field Operations, Provisioning, Billing, and Enterprise Sales.
  • •Engage directly with enterprise customers during high-impact escalations, providing assurance and resolution updates, and partner with Enterprise Account Managers to support retention and service recovery.
  • •Ensure full compliance with contractual SLAs and enterprise service agreements, monitoring adherence and proactively managing penalty risk exposure.
  • •Conduct root cause analysis for chronic/repeat complaints, identify process gaps, recommend process improvements, and support automation and digital case management initiatives.

Key Requirements

  • •Bachelor’s degree in Business Administration, Telecommunications, IT, or a related field.
  • •3–5 years of experience in enterprise/B2B customer operations or complaint management in telecommunications, including at least 2 years in a supervisory/team leader role.
  • •Experience with enterprise network services (MPLS, VPN, SD-WAN) and B2B SLA management.
  • •Professional certifications in ITIL, Six Sigma, or customer experience management are an advantage.
  • •Proficiency in CRM platforms, enterprise ticketing systems, and data analytics tools, plus advanced Microsoft Office skills (Excel, PowerPoint).
Experience:3-5 yearsTelecommunicationsB2BEnterpriseCustomer operationsComplaint management
Education:Bachelor's in Business Administration, Telecommunications, IT, or related field
Skills:Excellent stakeholder managementExecutive communicationRoot cause analysisAnalytical thinkingProblem-solving
Certifications:ITILSix Sigma
Languages:EnglishArabic
Tech Stack:MPLSDIAVPNIPLCSD-WANCRMEnterprise ticketing systemsData analytics toolsMicrosoft OfficeExcelPowerPointUATCRM and ticketing systems

Company Brief

Du
du (Emirates Integrated Telecommunications Company PJSC) is a UAE-based telecom operator providing mobile, fixed-line, broadband, IPTV and ICT services to consumers and businesses across the United Arab Emirates.
Industry: Telecommunications
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: 2005
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Glassdoor: 3.6
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