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Customer Service Manager

  • Dubai, Dubai, United Arab Emirates
Customer Care

Job description

Deluxe Holiday Homes is Dubai's leading vacation rental management firm, boasting a comprehensive suite of services that spans across vacation rentals, property management, real estate brokerage, and more. With a commitment to innovation, professionalism, and excellence, we manage over 680+ properties and employ a dedicated team of over 240+ professionals.

About the Role:
As a Customer Service Manager at Deluxe Holiday Homes, you will play a crucial role In this role, you will lead a team of customer service representatives to ensure exceptional service delivery to our clients.


  • Directly manage a diverse team comprising virtual agents, specialized agents, escalation agents, customer service team admins, and supervisors.
  • Structure and continuously improve the department to optimize performance and resource utilization.
  • Set clear team and individual objectives, including KPIs and KPOs, and evaluate these metrics daily to drive departmental success.
  • Design and implement a comprehensive structure for the customer service department.
  • Develop and refine operational procedures, SOPs, and workflows from initiation to completion, ensuring efficiency and clarity in all processes.
  • Possess deep expertise in CRM systems, support ticketing, and call system management.
  • Ensure the effective use of technology to track customer interactions, analyze data, and enhance service delivery.
  • Establish and maintain standard operating procedures, protocols, and service flows, ensuring a consistent and high-quality guest experience.
  • Monitor and refine these processes to adapt to changing customer needs and company goals.
  • Lead, mentor, and motivate the customer service team to achieve and maintain high standards of service
  • Handle guest escalations personally, ensuring swift resolution and satisfaction.
  • Collaborate closely with Operations, Housekeeping, Maintenance, and other departments to fulfill guest needs effectively.
  • Regularly assess customer feedback, conduct service audits, and implement necessary improvements to service protocols.


  • Competitive salary Package;
  • Medical Insurance Plan;
  • Air Ticket Allowance;
  • Comprehensive training and support;
  • A dynamic and supportive working environment;
  • A great working environment;

Job requirements


  • Bachelor or master’s degree from hotel management or related.
  • Proven experience in customer service management, particularly in a hotel apartments, Holiday homes or complex, multi-tiered team environment.
  • Strong leadership skills with a track record of improving customer service delivery and team performance.
  • Excellent analytical abilities to interpret service data and drive improvements based on findings.
  • Superior communication skills, with the ability to foster relationships with team members, guests, and other departments.
  • Collaborative attitude and willingness to work with cross-functional teams.
  • Attention to detail and problem-solving skills.

If you believe you're a perfect fit for the opportunity to collaborate with Deluxe Holiday Homes, we encourage you to apply and join our team.