Role - Customer Service Manager
Salary AED 20,000 – 21,000
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.