Customer Success Specialist

JOB SUMMARY

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

Bachelors 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 role.

Additional Information :

Compliance with policies and procedures based on the ISO standards adopted by CNS.

Remote Work :

No

Employment Type :

Full-time