228 Customer Service Team Management jobs in Bahrain

• Provide technical support and troubleshooting for clients via multiple channels (phone, email, chat).
• Diagnose and resolve software-related issues efficiently and accurately.
• Escalate unresolved issues to senior support staff or development teams.
• Document all client interactions and resolutions in the support system.
• Create and update knowledge base articles and FAQs.
• Assist clients with product setup, configuration, and usage.
• Identify trends in client issues and provide feedback to product development teams.
• Contribute to team goals and objectives related to customer satisfaction and response times.

• Proven experience in a customer support or technical helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Proficiency with helpdesk software and CRM systems.
• Ability to work independently and manage time effectively in a remote environment.
• Customer-focused attitude with a passion for problem-solving.
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

• Respond to client inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve client issues and complaints effectively.
• Escalate complex problems to the appropriate teams for resolution.
• Document all client interactions and resolutions in the CRM system.
• Build and maintain strong relationships with clients.
• Identify opportunities to improve the client support process.
• Adhere to all company policies and procedures.

• High school diploma or equivalent; Bachelor's degree preferred.
• Previous experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency in using CRM software and helpdesk systems.
• Ability to remain calm and professional under pressure.
• Customer-focused attitude with a passion for service excellence.

• Responding promptly and professionally to guest inquiries via email, phone, and chat.
• Resolving customer complaints and issues with empathy and efficiency, seeking satisfactory solutions.
• Proactively gathering guest feedback through surveys and direct communication.
• Analyzing guest feedback to identify trends and areas for service improvement.
• Developing and implementing strategies to enhance guest satisfaction and loyalty.
• Managing the online reputation of the client by monitoring and responding to reviews on platforms like TripAdvisor, Google Reviews, and social media.
• Maintaining accurate and detailed records of customer interactions and resolutions in a CRM system.
• Collaborating with internal departments (e.g., operations, sales) to address guest needs effectively.
• Creating and updating customer service protocols and guidelines.
• Onboarding new clients or partners and ensuring their needs are met.
• Assisting in the development of loyalty programs and special offers for repeat guests.
• Identifying opportunities to upsell or cross-sell services where appropriate.

• Develop and implement strategies to improve customer satisfaction and retention.
• Manage a team of customer support specialists, providing guidance, training, and performance feedback.
• Serve as a key point of contact for major clients, addressing inquiries and resolving complex issues.
• Monitor customer support performance metrics and identify areas for improvement.
• Develop and maintain customer service standards and escalation procedures.
• Collaborate with other departments, such as sales and product development, to ensure a seamless customer experience.
• Handle customer complaints and disputes professionally and efficiently.
• Create and manage customer feedback mechanisms to gather insights for service enhancement.
• Stay updated on industry best practices in customer relationship management and technical support.
• Ensure the support team is knowledgeable about the company's products and services.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in a technical support environment.
• Proven ability to build and maintain strong customer relationships.
• Excellent leadership, communication, and interpersonal skills.
• Experience in managing and motivating a team.
• Strong understanding of CRM software and customer support tools.
• Problem-solving skills with a customer-centric approach.
• Ability to analyze customer data and feedback to drive service improvements.
• Proficiency in English is essential.

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.