Customer Service Manager

Role - Customer Service Manager

Salary AED 20000 – 21000

Medical insurance Provided for self & family

Visa provided by CASIO Middle East and Africa FZE

Bonus As per the performance and followed policy

Annual Air fare Provided for self spouse and 2 kids

Annual Leave 22 working days

All other Terms & Conditions As per company policy and UAE laws

Job Description

Job Title: Customer Service Manager

Division Business Operations Carrier Level: Manager

Job Purpose and Scope:

To lead CMEA after-sales Customer Service operations across all three business units (Watch Calculator and EMI) ensuring service excellence customer satisfaction warranty governance technical capability development quality assurance and service-network performance in alignment with CASIO HQ - OVERSEAS SERVICE OPERATIONS TEAM service guidelines and CMEA business priorities. The role acts as the primary operational liaison between CMEA and HQ Customer Service functions driving customer retention operational effectiveness brand trust and market share growth through a strong regional service ecosystem.

Organizational Relationships

Reporting to: BOD-Sr. General Manager

Responsible for: Overall responsibility of Customer Service Field

Internal Communication: All Departments

External Communication: HQ Partners(Distributors)

Key Responsibilities / Duties

Key Responsibilities / Duties:

1. Service Network Management & Partner Governance

Act as the primary operational liaison with CASIO HQ - OVERSEAS SERVICE OPERATIONS

TEAM and ensure regional compliance with service policies standards operational guidelines and

reporting requirements.

Lead service network expansion activities across CMEA and HQ-managed territories and ensure

ASC setup complies with HQ service-handbook requirements.

Manage the complete ASC lifecycle including partner onboarding registration service

agreements warranty payment matrices performance monitoring corrective action planning and

partner termination processes.

For Recruiters / Brief

Position Level/based Customer Service Manager

Gender Male

Nationality No Preference

Age 30

Requirement ASAP

Candidate to be sourced UAE

Products All CASIO Products

Region Covered UAE

Languages English is mandatory. Arabic and French are preferred

Responsbilites:-

Monitor ASP and ASC performance through SLA and KPI governance ensuring technical

competency reporting compliance engineer skill mapping and adherence to CASIO service

standards and 5S principles.

Organize Service Day programs technical conferences ASC workshops and regional service

events aligned with business priorities and HQ service initiatives.

Present CMEA customer service best practices at HQ forums annual service conferences and

management reviews.

2. Warranty Governance Quality Assurance & Technical Operations

Review and approve regional warranty claims for all ASCs through the CSE - CASIO HQ CRM

platform and ensure compliance with warranty governance standards.

Conduct warranty-claim audits sample claim verification payout validation reimbursement

reviews and leakage-control activities.

Approve commercial product replacements and warranty settlements based on established

evidentiary requirements and HQ policies.

Monitor recurring quality issues defect trends field failures epidemic failures and product safety

concerns and coordinate corrective actions with CASIO HQ ENGINEERING DEPARTMENT.

Manage regional NPI/NTI readiness including technical documentation repair procedures tooling

readiness and engineer capability preparation.

Prepare and present periodic quality-control reports service-quality analyses and technical-

performance reviews to HQ Engineering teams.

3. Customer Experience Escalation & VOC Management

Lead the resolution of complex customer complaints distributor escalations social-media issues

and service-related disputes.

Manage VOC monitoring customer satisfaction measurement After-Service Survey reviews and

customer-feedback analysis.

Monitor and improve HQ ticket turnaround times through Odoo Helpdesk and HQ escalation

systems.

Investigate negative customer feedback and require ASC root-cause analysis and improvement

plans where necessary.

Drive initiatives that improve customer satisfaction enhance service responsiveness and

strengthen brand trust across all product categories.

4. Spare Parts Digital Service Solutions & Service Innovation

Coordinate spare-parts allocation urgent shipments lead-time management ASC ordering

activities and inventory governance with CMEA HQ ( SPARE PARTS TEAM) - All 3 BU.

Monitor rechargeable battery compliance and dangerous-goods shipment requirements.

Develop and implement multilingual digital self-service content and DIY support videos to improve

customer self-resolution capability.

Coordinate with external video-production partners and content creators to develop customer

educational resources and technical training materials.

Drive digital-service initiatives service innovation projects and HQ-directed customer-support

improvements throughout the region.

Qualifications & Preferred Experience

- Bachelor's Degree in Engineering Electronics Electrical Engineering Technical Services Management Business Management or a related field. - Minimum 8 years of experience in customer service technical service after-sales operations or service network management including at least 2 years in a leadership role. - Strong experience managing multi-country service networks service partners distributors and customer escalations. - Ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing.

- Proven ability to work in an ambiguous rapid-growth-environment. - Absolute passion for ensuring a great customer experience with every contact. - Strong verbal (speaking listening interpretation and presentation) and written communication skills. - Preferred experience in consumer electronics watches calculators or related technical service industries.