Customer Success Specialist
CNS Middle East
- دبي
- دائم
- دوام كامل
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.Job DescriptionJOB SUMMARYCNS 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.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.