About the Role
The Customer Engagement Manager will play a pivotal role in leading Brau's central bookings and customer care team across multiple branches in the UAE. This position is essential for managing and coaching a team of call centre agents to ensure that every client interaction is transformed into high-quality bookings, all while delivering an exceptional brand experience. This role is crucial for driving revenue, optimizing appointment utilization, and maintaining Brau's premium service standards.
Responsibilities
- Lead, coach, and manage a team of call centre agents responsible for handling inbound and outbound inquiries, bookings, reschedules, and customer follow-ups.
- Set clear performance expectations focusing on conversion rates, response times, booking accuracy, and customer satisfaction.
- Oversee the end-to-end bookings function across all Brau branches to ensure strong appointment fill rates and minimal gaps.
- Handle escalated customer issues, complaints, and complex booking situations with care and confidence.
- Track and report on key metrics including call volumes, response times, conversion rates, and client feedback.
- Drive a proactive sales culture within the team, focused on upselling treatments and packages.
- Ensure the team adheres to all company policies and data protection standards.
Requirements
- Minimum 4 years of experience in a customer service role within the beauty, retail, or hospitality sectors.
- Fluency in Arabic is required.
- Strong organizational skills with excellent time management and attention to detail.
- Proficiency in using software, operational systems, and reporting tools.
- Excellent communication skills and a calm, client-focused demeanor.
- Flexibility to work during peak periods, weekends, and extended hours as needed.
Benefits
This role offers a dynamic work environment with opportunities for professional growth and development. Visa sponsorship is provided for eligible candidates, ensuring a smooth transition to work in the UAE. Join us to be part of a team that values excellence and customer satisfaction. For additional opportunities, explore other jobs in Dubai or remote opportunities in the UAE.