Customer Service and Administration Manager

Job Overview

KONE, a Top Employer in the UAE, Qatar, KSA, and Oman, seeks a Customer Service & Administration Manager for the Middle East & Africa region, based in Dubai. The role involves leading customer-centricity and ensuring operational excellence in the CS&A team.

Company Overview

KONE is committed to a better work environment through excellent people practices, prioritizing employee well-being and fostering collaboration, diversity, growth, and efficiency. KONE follows ethical business practices and seeks to develop a culture of working together where co-workers trust and respect each other and good performance is recognized.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelors Degree
• Experience: 5 Year+

Key Responsibilities

• Manage and develop the Customer Service & Administration (CS&A) organization, comprising Customer Service Agents and Admin teams.
• Ensure daily work follows objectives, cost-effectiveness, and competitiveness, completed with quality, on time, and within budget.
• Manage communication and collaboration with frontline representatives and Shared Service Centers (SSC).
• Collaborate with the SER Regional team to drive global deployment and align with other departments (Finance, Sourcing, P&C, and L&D).
• Coach and drive competence development in the team, ensuring a career path for all team members.
• Manage frontline CS&A operations, ensuring processes are followed, meeting KPI targets, and promptly addressing customer queries and complaints.

Requirements

• A university degree and relevant professional background.
• Experience in customer service and administration, or a strong understanding of customer needs within a similar industry.
• Excellent customer and team management skills.
• Proven leadership experience.
• Outstanding English communication, presentation, and influencing skills.

Benefits

• Innovative and collaborative working culture.
• Opportunities to achieve career and personal goals.
• Range of experiences and opportunities for growth.
• Healthy and balanced life.
• Ethical business practices and a culture of teamwork and respect.
• Employee engagement and sustainability initiatives.