Job Description
Welcome to NexGen BPO Solutions, where excellence meets innovation. We are a premier Business Process Outsourcing firm serving Fortune 500 clients globally. We are currently seeking a Senior Customer Success Manager to join our dynamic team in Dubai.
We pride ourselves on delivering world-class support that drives client satisfaction and loyalty. If you have a passion for turning customer interactions into opportunities and possess a polished, professional demeanor, we want to hear from you.
Why Join Us?
- Competitive salary package and performance-based bonuses.
- State-of-the-art office facilities in the heart of Business Bay.
- Comprehensive health insurance and annual leave.
- Clear career progression pathways in a multinational environment.
Responsibilities
- Manage high-volume inbound and outbound calls with a focus on resolution and customer satisfaction.
- Handle complex escalations and technical issues with poise and expertise.
- Build and maintain strong relationships with clients to ensure retention and upsell opportunities.
- Utilize CRM software to log interactions, track progress, and update customer profiles.
- Adhere to strict KPI targets including Average Handle Time (AHT) and First Contact Resolution (FCR).
- Conduct training sessions for junior agents and contribute to process improvement initiatives.
Qualifications
- Minimum of 2-3 years of experience in a Customer Service or BPO environment.
- Fluent in English (written and verbal); Arabic is a plus.
- Proven track record of meeting or exceeding performance metrics.
- Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
- Proficiency in MS Office and CRM tools (Salesforce, Zendesk, etc.) is highly desirable.
- A valid UAE residency visa sponsorship is required.