Job Description

CNS 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.

Qualifications

Education: Bachelor’s degree in public administration, Business, Communications, IT, or a related discipline.

Experience: 4+ years of experience in customer success, service quality, or public service improvement