Customer Representative Manager (Part-Time, Remote)

About the role

A customer-focused organization is hiring a Customer Representative Manager to oversee customer service activities, improve service standards and support customer relationship strategies. This is a part-time, fully remote position based in Bahrain, open to mid-level to senior candidates who combine leadership and communication skills with practical experience in customer relationship management.

Key responsibilities

• Coordinate daily customer service and representative activities and establish service standards, performance expectations and customer experience objectives.
• Monitor inquiries, feedback, complaints and resolution timelines, and handle escalated concerns.
• Develop procedures to improve response quality, service efficiency and customer satisfaction, and support retention strategies.
• Monitor KPIs such as response times, resolution rates and satisfaction levels, and review feedback for recurring issues.
• Work with sales, marketing and operations to resolve customer matters, maintain customer records and reports, and prepare performance summaries for management.
• Support training, coaching and performance development of customer-facing staff, and help build service guidelines, knowledge resources and communication templates.
• Streamline support workflows and ensure customer information is kept confidential.

Required profile

• At least 3 years of relevant experience in customer service, customer relationship management, client support or service operations is preferred.
• Bachelor's degree or equivalent in Business Administration, Management, Communications or a related field is preferred.
• Experience coordinating customer service activities or supporting customer-facing teams.
• Strong leadership, communication, problem-solving and conflict-resolution skills, and the ability to work independently with remote teams.

Required skills

• Familiarity with CRM platforms, customer support systems and performance reporting tools.
• Understanding of customer experience management, service quality standards and retention strategies.

What we offer

• A flexible, part-time, fully remote working arrangement.
• The chance to influence customer experience and service quality strategies.
• Competitive compensation aligned with experience, responsibilities and working arrangements.