264 Customer Service Management jobs in Bahrain

• Provide first-line technical support to customers via various channels, including email, live chat, and phone.
• Diagnose, troubleshoot, and resolve software and hardware issues reported by users.
• Escalate complex technical problems to higher-level support teams when necessary, providing detailed documentation.
• Guide customers through step-by-step solutions, ensuring clear and concise communication.
• Document all support interactions, resolutions, and customer feedback in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring issues and provide feedback to the product development team for continuous improvement.
• Proactively monitor customer accounts and system performance to anticipate potential problems.
• Assist with user training and onboarding for new clients.
• Maintain a high level of customer satisfaction by delivering exceptional support experiences.
• Participate in team meetings and training sessions to stay updated on product features and support procedures.

• Proven experience in a technical support or helpdesk role (minimum 2 years preferred).
• Strong understanding of common operating systems (Windows, macOS, Linux) and networking concepts.
• Familiarity with CRM software and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent troubleshooting and diagnostic skills.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage time effectively in a remote environment.
• Patience, empathy, and a genuine desire to help customers.
• Experience supporting SaaS products is a significant advantage.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• Ability to work flexible hours to cover different time zones may be required.

Regional Manager - Bahrain/Middle East | Football Shirt Fanatic | Hip-Hop Head | Bad Golfer @ nineDots.io

Join a market-leading tech provider in Bahrain, managing the front line of service operations. As Service Management Center (SMC) Manager, you’ll lead a team monitoring and responding to incidents across networks, infrastructure platforms, and enterprise services, keeping business-critical systems up and running for customers.

This is a hands-on leadership role with real impact. You’ll coordinate first-level monitoring and resolution, oversee escalations, and make sure every incident is handled quickly, communicated clearly, and documented accurately. Working closely with engineering, field operations, and vendors, you’ll be the bridge between customers, technical teams, and senior management when it matters most.

The Role:

As SMC Manager, you’ll oversee 24/7 operations, leading Shift Engineers, Analysts, and Incident Coordinators to deliver fast, effective service support. You’ll monitor system health in real time, manage alarms and performance dashboards, and ensure incidents are triaged, escalated, and resolved to agreed SLAs.

You’ll track and report on incident trends, drive process improvements, and embed best practice aligned with ITIL standards. From shift planning to root cause analysis and post-incident reviews, you’ll keep the team running smoothly and services performing at their best.

What You’ll Be Doing:

• Leading day-to-day operations of the Service Management Center, ensuring 24/7 coverage and smooth shift handovers.
• Monitoring infrastructure across voice, data, internet, and enterprise platforms.
• Managing incident response from detection to resolution including RCA, stakeholder updates, and post-incident reports.
• Acting as the escalation point for high-priority or unresolved issues, coordinating with engineering, field teams, and vendors.
• Maintaining accurate incident logs, metrics, and performance reports.
• Supporting change management by reviewing planned changes and assessing risk.
• Coaching and mentoring the SMC team, ensuring up-to-date knowledge of tools, processes, and emerging tech.
• Driving continuous improvement in monitoring, escalation, and resolution processes.

What You’ll Need to Succeed:

• 7+ years in Network Operations or Service Management, with at least 2 years in a supervisory role.
• Strong incident handling, escalation management, and SLA tracking skills.
• Hands-on experience with enterprise-grade monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG).
• Background in tech operations, ISP, or managed services.
• Relevant technical certifications (e.g., CCNA/CCNP, Juniper, CompTIA Network+).
• Excellent communication and leadership skills, with the ability to work under pressure.
• Bilingual (Arabic & English) preferred, but strong non-Arabic speakers will also be considered.

What’s in It for You:

• Key leadership role in a mission-critical operations team.
• Competitive salary + annual bonus (based on performance).
• Opportunity to work at the center of enterprise tech service delivery.
• Lead and develop a skilled technical team in a collaborative environment.
• Influence processes and service assurance strategies at scale.

Next Steps:

If you thrive in high-stakes service environments and know how to lead a team to deliver fast, reliable support, we’d love to hear from you. Send your CV or get in touch in confidence to learn more.

Location: Manama, Capital Governorate, Bahrain

Join a market-leading tech provider in Bahrain, managing the front line of service operations. As Service Management Center (SMC) Manager, you’ll lead a team monitoring and responding to incidents across networks, infrastructure platforms, and enterprise services, keeping business-critical systems up and running for customers.

This is a hands-on leadership role with real impact. You’ll coordinate first-level monitoring and resolution, oversee escalations, and make sure every incident is handled quickly, communicated clearly, and documented accurately. Working closely with engineering, field operations, and vendors, you’ll be the bridge between customers, technical teams, and senior management when it matters most.

The Role:

As SMC Manager, you’ll oversee 24/7 operations, leading Shift Engineers, Analysts, and Incident Coordinators to deliver fast, effective service support. You’ll monitor system health in real time, manage alarms and performance dashboards, and ensure incidents are triaged, escalated, and resolved to agreed SLAs.

You’ll track and report on incident trends, drive process improvements, and embed best practice aligned with ITIL standards. From shift planning to root cause analysis and post-incident reviews, you’ll keep the team running smoothly and services performing at their best.

What You’ll Be Doing:

• Leading day-to-day operations of the Service Management Center, ensuring 24/7 coverage and smooth shift handovers.

• Monitoring infrastructure across voice, data, internet, and enterprise platforms.

• Managing incident response from detection to resolution including RCA, stakeholder updates, and post-incident reports.

• Acting as the escalation point for high-priority or unresolved issues, coordinating with engineering, field teams, and vendors.

• Maintaining accurate incident logs, metrics, and performance reports.

• Supporting change management by reviewing planned changes and assessing risk.

• Coaching and mentoring the SMC team, ensuring up-to-date knowledge of tools, processes, and emerging tech.

• Driving continuous improvement in monitoring, escalation, and resolution processes.

What You’ll Need to Succeed:

• 7+ years in Network Operations or Service Management, with at least 2 years in a supervisory role.

• Strong incident handling, escalation management, and SLA tracking skills.

• Hands-on experience with enterprise-grade monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG).

• Background in tech operations, ISP, or managed services.

• ITIL Foundation (mandatory); ITIL Intermediate/Expert a plus.

• Relevant technical certifications (e.g., CCNA/CCNP, Juniper, CompTIA Network+).

• Excellent communication and leadership skills, with the ability to work under pressure.

• Bilingual (Arabic & English) preferred, but strong non-Arabic speakers will also be considered.

What’s in It for You:

• Key leadership role in a mission-critical operations team.

• Competitive salary + annual bonus (based on performance).

• Opportunity to work at the center of enterprise tech service delivery.

• Lead and develop a skilled technical team in a collaborative environment.

• Influence processes and service assurance strategies at scale.

Next Steps:

If you thrive in high-stakes service environments and know how to lead a team to deliver fast, reliable support, we’d love to hear from you. Send your CV or get in touch in confidence to learn more.

About the job Jira Service Management specialist - Relocation To Bahrain

Client company introduction:

Our Client Company has an ongoing partnership with the Rashid Equestrian and Horseracing Club. The sport of horse racing is very important as it symbolizes a part of Bahrains identity, history and traditions. Our Client aims to continue contributing to the deep-rooted equestrian tradition that became a primary part of the regions history and increase the popularity of the sport among the population to carry its long-standing legacy.

Job Description:

We are seeking a Jira Service Management specialist for a two-year contract to manage and customize Jira service management product. The candidate will be responsible for platform administration and customization requirements.

Objectives:

• To provide an advanced support of the daily activities of configuration and operation of the ITSM systems in terms of platforms, applications, and deployment of additional solution components. The Portal is accessed by users and 60 Government Entities.

• Configuration of Fault, Performance, and Impact Analysis dashboards.
• Configuration of Events and Alerts repots.
• Configuration of Assets Availability and Performance reports.
• Discovery and Monitoring of IT Infrastructure.
• Monitoring Risk, Quality, and Impact Analysis of Business Services.
• Creation of reports and dashboards
• Management and Administration of ITSM tools
• Development and Customization of ITSM tools
• Tailor Jira Service Management to the organization's needs for streamlined processes.
• Ensure full utilization of features and integrations to enhance productivity.
• Quickly troubleshoot issues to minimize downtime and disruptions.
• Analyze data to identify opportunities for process optimization and enhancement.
• Provide comprehensive training and ongoing support to maximize user satisfaction.
• Manage integrations with other tools for seamless data flow and coordination.
• Implement measures to ensure compliance and safeguard sensitive information.
• Prepare for future needs by scaling Jira Service Management accordingly.
• Leverage expert knowledge to customize Jira Service Management to adapt to evolving business requirements and unique workflows.
• Implement best practices to optimize the performance of Jira Service Management, ensuring smooth operation even under high loads and complex environments.

Scope of work:

The customer is proposing to employ one outsourced resource: One System administrator to join its Government & System Development Directorate for One Year. The resource responsibilities will include but will not be limited to the below areas:

Key Skills:

• IT Service Management System
• Internal Controls
• SLA / ITIL Compliance
• Documentation & Reporting
• Project Management
• IT Infrastructure Management
• Client Relationship Management
• Performance Analysis
• Business Process Reengineering
• Quality Control

Professional Experience:

• Continuously monitor, evaluate, and evolve the ITIL IT Service management processes and best practices to increase effectiveness and maturity of IT service delivery and drive operational stability.
• Successfully implemented the largest IT Service Management tool set and Process implementation in Gulf and Asia
• Proficiency in administering and troubleshooting core services such as FTP, DNS, DHCP, QIP, web services, and other key 3rd party products
• Expertise on process design and documentation at both program level and user level.
• Excellent analytical and problem-solving capabilities. Includes problem structuring, analysis, and ability to translate information into actionable implications and recommendations.
• Facilitation, negotiation and influencing skills. Proficiency in negotiating priorities and resolving conflicts among project stakeholders. Able to influence others and function effectively in a collaborative work environment.
• Ability to work in a team with all levels of people, both internal and external to the organization.
• Ability to lead a team when necessary.
• eGovernment experience an added advantage.

Knowledge of the following skills:

• HACMP technologies and concepts
• Backup and restore technologies
• Disaster Recovery technologies and concepts
• Network technologies and concepts
• Linux knowledge (Red Hat/CentOS preferred)
• Relational Database knowledge and concepts (MSSQL preferred)
• Proficiency in core IT administration functions related ITSM systems such as:
• Operating system installation, startup, shutdown, and recovery
• User administration
• Networking administration
• Storage administration (both local disk and SAN storage)
• Server performance management
• Security administration
• Basic scripting techniques to automate processes (Shell, DOS batch, etc)

The candidates should meet the following education requirements:

• Bachelors degree in computer science or a related field
• Relevant Certifications will add value.
• Technical capabilities and skill set of the proposed professionals

Customer Service Responsibilities list:

Manage large amounts of incoming phone calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/customer service team sales targets and call handling quotas

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines and policies

Requirements and skills

Proven customer support experience or experience as a Client Service Representative

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiarity with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

High school diploma

Job Type: Full-time

Pay: BD2, BD2, per month

Application Question(s):

• ARE YOU READY TO RELOCATE AND WORK IN BAHRAIN?

Education:

• Bachelor's (Required)

Experience:

• total work: 2 years (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)
• Bangla (Required)

Overview

Provide support to Total CX customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.

• Attend queries, requests or complaints related to Mobile/Fixed/ Inet/ Directory Query/ Telegram received through the various contact center channels
• Understand and investigate the queries, requests or complaints
• Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department
• Provide accurate, valid and complete information or solution by using the right sources of information
• Make outbound campaign calls to the customers providing information about new products, offers, services etc. Take appropriate action to address customer requests, queries or complaints on outbound calls
• Inform Team Leader when a recurrent problem appears, to prevent further cases
• Maintain and update customer information in the database
• Meticulously follow the defined business process while attending to the clients’ queries, requests or complaints
• Follow communication scripts and protocols and ensure adherence to quality standards and guidelines
• Keep abreast of products and promotions to provide exceptional customer support
• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMR process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends

Job Summary:
The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

Key Responsibilities:

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

Required Skills and Qualifications:

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must

Bahraini nationals only

Job Summary:
The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must

Bahraini nationals only