Chief Specialist – Customer Service
Job role insights
Date posted
November 9, 2026
Hiring location
Dubai
Career level
Senior
Qualification
Bachelor’s or Master’s degree in Business Administration data science Information Technology or equivalent Management Information Systems
Experience
9+ years (Master’s) / 11+ years (Bachelor’s)
Quantity
1 person
Gender
Any
Description
The Chief Specialist – Customer Service manages customer experience governance and service performance within the Enterprise Technical Support Services Sector. The position brings together customer feedback, CRM information and service-channel performance data to provide management with a clear view of service quality. It then translates findings into measurable improvement initiatives and tracks their impact through completion.
Key Responsibilities
- Monitor and analyse customer cases in the CRM system, including complaints, requests, reports, suggestions, enquiries and feedback across service categories and channels.
- Bring together internal and external voice-of-customer information with CRM and digital-channel performance data to identify recurring issues and service gaps.
- Prepare executive dashboards, performance reports, complaint analysis, voice-of-customer reports and customer journey maps for management review.
- Assess current and target service states, document customer pain points and conduct root-cause analysis to identify avoidable demand and service delays.
- Monitor service-level performance, satisfaction, customer effort and service scorecards, and highlight areas requiring management attention.
- Develop improvement roadmaps, priority registers and corrective-action trackers, and follow agreed actions through to closure.
- Maintain data quality and service governance reporting, identify opportunities for better use of digital tools and AI, and comply with information-security and data-classification requirements.
Requirements and Qualifications
A bachelor’s or master’s degree in Business Administration, Management Information Systems, Data Science, Information Technology or an equivalent discipline is required. The experience requirement is 9 or more years with a master’s degree or 11 or more years with a bachelor’s degree.
Skills and Competencies
The role requires customer experience management, CRM analysis, voice-of-customer techniques, service analytics, dashboard preparation, journey mapping, root-cause analysis, data quality and senior stakeholder communication.
Employment Details
Full-time position based in Dubai, United Arab Emirates. Salary information is not stated.
Skills
select-type
Full Time
Interested in this job?
45 days left to apply
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