About Viya:

Viya is the UAE’s leading golf and hospitality management group, operating a portfolio of championship golf courses, award-winning restaurants, premium leisure and recreation facilities, innovative entertainment concepts, and digital platforms. Since launching Emirates Golf Club in 1988, the region’s first all-grass course, the group has expanded to include Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, and recreation brands such as Viya Fit and Viya Padel.

As part of wasl Hospitality & Leisure, Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality. Its operations are underpinned by the Viya App, a loyalty-driven platform that integrates bookings, rewards, and spendable benefits across the portfolio. Dedicated to innovation, sustainability, and excellence, Viya connects communities to extraordinary experiences and continues to shape Dubai and the UAE as global destinations for sport, leisure, and lifestyle.

JOB DESCRIPTION

Position                     :           ASSISTANT MANAGER - CUSTOMER SERVICE        

Department               :           VIYA

Reports To                 :           HEAD OF OPERATIONS – VIYA REWARDS

Supervises                 :           CUSTOMER SERVICE AGENTS      

(Responsible For)                

Purpose and Scope of Position:

We are seeking an experienced and motivated Assistant Manager - Customer Service to lead and support our customer service team. This role is responsible for overseeing daily operations, ensuring exceptional service delivery, coaching team members, and maintaining high standards through effective processes and documentation. The ideal candidate brings a balance of leadership, problem-solving, and a customer-first mindset to elevate the service experience.

1. Primary Objective of the Position:

Team Leadership & Management:

• Supervise, coach, and motivate a team of customer service agents to deliver excellent service.
• Monitor team performance, set clear objectives, and conduct regular performance reviews.
• Handle team scheduling, shift planning, and workload distribution to maintain adequate coverage.

Customer Experience Oversight:

• Ensure customer inquiries and issues are handled promptly, professionally, and in accordance with company standards.
• Resolve escalated customer complaints and complex service issues with empathy and efficiency.
• Monitor service quality through feedback, audits, and call/chat/email reviews.

Operational Excellence:

• Track key performance indicators (KPIs) such as CSAT, First Response Time, First Contact Resolution, and NPS.
• Generate and analyze reports to identify trends, service gaps, and improvement opportunities.
• Implement process improvements and support the rollout of new systems or service initiatives.

Documentation & Process Management:

• Create, maintain, and update Standard Operating Procedures (SOPs) for customer service functions.
• Ensure all process documentation is accurate, accessible, and aligned with current policies and practices.
• Collaborate with stakeholders to continuously improve procedures and ensure compliance with company standards.
• Train the team on updated SOPs and best practices to ensure consistency in service delivery.

Training & Development:

• Support onboarding and ongoing training of customer service staff.
• Conduct coaching sessions to improve communication, product knowledge, and problem-solving skills.

Cross-Functional Collaboration:

• Liaise with other departments across the organization to resolve issues and improve customer satisfaction, implement projects and increase operational efficiency.
• Provide regular feedback from customer interactions to help inform product/service enhancements.

Compliance & Standards:

• Ensure compliance with company policies, service standards, and regulatory requirements.
• Maintain accurate documentation of processes, training materials, and service records.

2. Ancillary Duties:

In line with the organization’s strive for continuous improvement, you may be requested to participate in various extra activities contributing towards individuals and organizational growth.

Represent the department or a group in various committees, such as the Staff Committee, Green Theme (environmental), and Food Committee, Sport Committee or projects. Be trained as a Fire Marshall or First Aider.

3.  Quality Responsibilities:

Aware of Dubai Golf’s Mission, Vision and Values. Will be responsible to apply the Dubai Golf’s Service Steps throughout serving internal and external customers.

4.  IT Security Awareness:

1. Read, Understand and comply with all applicable Information Security Policies and Procedures of wasl DG.
2. Co-operate, co-ordinate and share information with Internal/External Audit teams as appropriate and applicable.
3. Attend Information Security Awareness sessions conducted by the wasl IT Department.
4. All Information Security breaches, events, weaknesses, incidents (actual or suspected breaches) shall be immediately reported to the IT Service Desk.

5. Levels of Authority:

Prepared by:                           Head of Operations – Viya Rewards

Approved by:                       Director Support Services

POSITION: ASSISTANT MANAGER- CUSTOMER SERVICE

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Viya is proud to have a thriving, multicultural workforce representing over 80 nationalities, including both Emiratis and expatriates, who bring diverse perspectives, skills, and experiences to our organisation. Our people are at the heart of everything we do, and we foster a culture built on teamwork, passion, and excellence, where every individual is encouraged to grow and contribute to our shared success.