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.

Were looking for someone who brings:

• 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.

At KONE we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is being a great place to work we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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