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.
  
  

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!

Join us as we constantly explore new ways to protect our customers and the planet.

• Location(s): AE - Dubai
• Remote working: No
• Schedule: Full Time
• Recruiter name: Leigh Jeremy Jaye Santander
• Hiring Manager: Adam Watterson
• Closing Date: July 6, 2025
  

---