CNS is seeking a highly motivated and service-oriented Customer Success Specialist to join our team for a long-term digital transformation engagement with a major government entity in the UAE. This role will be instrumental in ensuring the delivery of a world-class digital experience by actively monitoring, analyzing, and improving customer feedback channels across multiple digital platforms. You will be part of a multidisciplinary team responsible for enhancing service quality, increasing customer satisfaction, and supporting data-driven decision-making to shape future digital strategies.
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Location
Dubai, Dubai, United Arab Emirates
Duties & Responsibilities
- Monitor and analyze feedback from multiple customer experience channels, including web and mobile satisfaction tools, mystery shopper evaluations, CRM feedback reports, survey platforms, and user complaint portals.
- Conduct daily analysis of feedback data to identify issues, trends, and user pain points.
- Collaborate closely with UX, IT, operations, and customer engagement teams to resolve escalated feedback issues and implement enhancements.
- Track and report on performance metrics such as customer happiness, complaint resolution, and engagement levels.
- Drive root cause analysis and suggest both short-term and long-term improvement actions.
- Prepare structured reports and dashboards that highlight gaps, solutions, and KPI progress.
- Facilitate knowledge sharing and internal training on feedback collection tools, reporting workflows, and corrective/preventive action processes.
- Support service improvement initiatives to align with government digital standards and customer satisfaction benchmarks.
- Coordinate action plans in response to feedback using platforms such as Jira, Figma, or other issue tracking systems.
- Assist in aligning service quality efforts with award criteria and regulatory compliance requirements.
Qualifications
- Bachelor’s degree in public administration, Business, Communications, IT, or a related discipline.
- 4+ years of experience in customer success, service quality, or public service improvement role.
