Customer Service and Administration Manager, Middle East and Africa

KONE; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A global leader in elevators and escalators is seeking a dynamic Customer Service & Administration Manager based in Dubai. The role involves leading a team to enhance customer service and operational excellence. Ideal candidates will have a university degree, proven leadership experience, and excellent customer management skills. Join a company dedicated to sustainability and employee engagement, where your contributions are valued.

Qualifications

• Strong understanding of customer needs within a similar industry.
• Highly motivated, goal-oriented, and organized approach.
• Ability to interpret and analyze customer needs.

Responsibilities

• Lead the Customer Service & Administration (CS&A) team.
• Ensure operational excellence and customer-centricity.
• Manage day-to-day CS&A operations effectively.

Skills

Excellent customer management skills

Team management skills

Leadership experience

English communication skills

Education

University degree

Job description

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 will 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, outbound surveys, and core 3 nurturing) and Customer Service Admin teams.
• Assures that daily work performed follows generally stated objectives as well 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 direct 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 ensures there is a career path for all team members.
• Drives behaviour 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.

We’re 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 recognized. In 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.