Customer Service And Administration Manager Middle East And Africa

KONE, certified as a Top Employer in the UAE, Qatar, KSA, and Oman, is committed to creating a better work environment through excellent people practices. We prioritize our employees well-being and foster a workplace that values collaboration, diversity, growth, and efficiency.

Role Overview:

Reporting directly to the Service Director for the Middle East, Türkiye & Africa, we are seeking a dynamic and seasoned Customer Service & Administration Manager for our Middle East & Africa region, based in Dubai. The successful candidate will lead and drive customer-centricity for the region, developing and ensuring operational excellence in the Customer Service & Administration (CS&A) team. He / She would manage, evaluate, and develop the CS&A organization to ensure that its customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgets.

Key Responsibilities:

• You will be responsible for the CS&A organization in the frontline (FL), comprising the Customer Service Agent (callouts, inbound queries and outbound surveys, and core 3 nurturing) and Customer Service Admin teams.
• Assures that daily work performed follows generally stated objectives as well as cost-effectiveness and competitiveness, and is completed with quality, on time, and within budget.
• Manages general communication and collaboration with FL representatives (e.g., Maintenance Operations Excellence Manager, Offering and Sales Development Managers, Operations and Sales managers) and with Shared Service Centers (SSC)
• Collaborate with the SER Regional team to drive and support Global Deployment and Align with Other departments (Finance, Sourcing, P&C, and L&D)
• Manages directly any requests from the FL or helps the Customer Service and Admin Organization workforce to answer
• Distributes tasks and levels the daily workload, if needed
• Coaches and drives competence development in the team, and makes sure there is a career path for all team members
• Drives behavior to represent KONE as one team towards the customer
• Uses Customer Service data to bring forward ideas to improve customer experience
• Balances between operational and long-term developments
• Manages FL CS&A operations:
• Ensure processes are followed according to the defined global processes
• Responsible for implementing and ensuring proper working of new tools/processes/systems
• Responsible for meeting KPI targets
• Responsible for ensuring that customers’ and internal queries and complaints are promptly replied to and followed up on.
  

• 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.
• A highly motivated, goal-oriented, and organized approach — a self-starter who is committed to delivering exceptional customer service.
• The ability to interpret and analyze customer needs with a strong customer focus.
• Outstanding English communication, presentation, and influencing skills.