Team Leader Enterprise Complaints
du · Dubai
On-site · DubaiFull TimeManagerCustomer Service
Posted 1 day ago1d agoApply link checked 12 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 12 hours ago
About the role
Responsibilities
- Provide dedicated leadership for the Enterprise (B2B) Complaint Management function
- Oversee the resolution of complex, high-value complaints across network (MPLS, DIA, VPN, IPLC, SD-WAN), billing, provisioning, and chronic fault domains
- Manage a team of offshore agents handling enterprise tickets
- Ensure contractual SLA compliance and protect the company against penalty exposure
- Drive enterprise CSAT and NPS performance
- Serve as the critical escalation point for P1/P2 enterprise incidents
- Coordinate cross-functionally with NOC, Field Operations, Provisioning, Billing, and Enterprise Sales to deliver root-cause-driven resolutions
What we look for
- Experience in B2B complaint management
- Knowledge of MPLS, DIA, VPN, IPLC, and SD-WAN
- Ability to manage offshore teams
- Experience with SLA compliance
- Cross-functional coordination skills
SD-WANMPLS
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