Customer Support Manager

Job Summary

Zurich Workplace Solutions is the region’s leading end-of-service benefits provider operating in the Dubai International Financial Centre (DIFC). We manage the DEWS (Defined End of Service Benefits) scheme — a mandatory workplace savings plan that provides end-of-service benefits to employees in compliance with DIFC Employment Law. 

We are seeking a proactive and client-focused Customer Support Manager (CSM) to join our team. In this role, you will support clients across the DEWS scheme, handling day-to-day service needs, resolving queries, and ensuring delivery of high-quality support in line with DEWS requirements and client expectations. 

Job Accountabilities

As Customer Support Manager, your role will involve:  

• Acting as a key support contact for clients, handling inbound queries and coordinating resolutions across internal teams. 
• Managing and updating client service records, ensuring data accuracy and timely follow-up 
• Supporting onboarding for new employers and members, including document reviews and welcome communications. 
• Assisting with the preparation and delivery of client presentations, service reports, and scheme-related updates. 
• Providing support in resolving client and member issues, escalating where required, and ensuring timely closure. 
• Assisting in identifying trends in client requests to improve service quality and operational efficiency. 
• Ensuring service delivery remains compliant with DEWS scheme rules and DIFC Employment Law. 
• Coordinating with administrators and other stakeholders to ensure accurate contribution processing and account handling. 
• Helping to maintain knowledge bases and support material for both internal and external use. 
• Building trust and rapport with clients through consistent and professional service interactions. 

Job Qualifications

To be successful in your role, you will need: 

• Bachelor’s degree or equivalent 
• Minimum 5 years' experience in a client service or support role, ideally within financial services, insurance, or employee benefits 
• Strong knowledge of employee benefits and a solid understanding of DIFC Employment Law and the DEWS scheme 
• Excellent interpersonal and communication skills 
• Professional client-facing experience, with a customer-first mindset 
• Strong organizational skills and attention to detail 
• Comfortable working with data, documentation, and service tools 
• Fluent in English; Arabic is preferred. 
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) 
• Ability to manage multiple priorities and deadlines under pressure. 
• Positive attitude and willingness to learn and grow within a dynamic environment.