Customer Success Specialist

Company Description

CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.

Job Description

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

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 role.

Additional Information

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