Customer Service Manager

ABOUT US

Anker Innovations is a multinational consumer electronics company. Our various consumer brands, including Anker, Nebula, eufy, and Soundcore, develop innovative products that are sold worldwide. Today we have over 5000 employees in Asia, Europe, the Middle East, and the United States, and we are always looking for top talent to join our team.

ABOUT THIS ROLE

We are seeking a dynamic and experienced Customer Service Manager for UAE. The ideal candidate will have to create long-term, trusting relationships with our customers.

Job Responsibilities:

1. Responsible for planning and formulating local or regional service strategies and programs, including service systems, service outlets, service strategies, service policies, and service processes, to ensure service supports sales goals and market expansion;
2. Manage regional service operations, including technical support, customer service, and repairs, ensuring the service team meets established metrics such as response time, service quality, customer satisfaction, star ratings, and RMA costs;
3. Coordinate or be responsible for training/managing agents/after-sales service providers on service processes and technical requirements, ensuring service quality and cost optimization;
4. Build/cultivate and improve the regional service team hierarchy, enhancing overall team skills and efficiency;
5. Gain insights into competitor information and local after-sales industry information, and propose service improvement suggestions to guide future business decisions.

Job Requirements:

1. At least 3 years of customer service experience, with team/project management experience preferred;
2. Strong achievement orientation, with excellent team leadership, strategic planning, organizational coordination, and team management skills;
3. Possess certain leadership skills/potential, capable of motivating, developing, and empowering the team;
4. Language: English (Mandatory) and Arabic (Preferred).