Customer Service Manager

Role Overview and Responsibilities

As the Customer Service Manager for Haier in Dubai, you will oversee the strategic planning and execution of the Haier Global Framework (HGF) market service initiatives. Your leadership will be crucial in developing, implementing, and monitoring the overall service systems while optimizing service costs to enhance competitiveness. You will drive transformation of service models and delivery of service-support projects, integrating resources to build a strong brand reputation through excellent service.

Your collaborative efforts will extend to working with quality assurance platforms across business units to elevate product quality regionally. You will also establish and manage the spare-parts management system, ensuring adequate inventory to support market repair demands. Enhancing technical proficiency among local assembly engineers through structured training and promoting Haier’s standardized service model will be a vital part of your role. Furthermore, you will advance the digitalization of HGF service operations and oversee the contact center to effectively handle multi-channel user inquiries, complaints, and ensure optimal customer experience.

Candidate Qualifications

• Minimum of three years experience in customer service, including roles in team or project management.
• Excellent communication skills with the ability to adapt and patiently address customer concerns.
• Strong problem-solving capabilities to identify customer needs, resolve product or service challenges, and synthesize user feedback.
• High customer service awareness, responsibility, and dedication to securing customer satisfaction.
• Proven ability to work collaboratively across departments to coordinate and resolve customer issues effectively.