Customer Care Centre Agent

Job description

About us

KONE provides innovative and eco-efficient solutions for lifts, escalators, doors, loading bays and access. We support our customers every step of the way; from design, manufacturing and installation to maintenance and modernisation. We employ over 50,000 dedicated experts to serve you globally and locally in 60 countries.

This position is to cover the working hours of  Monday to Friday 7.30am - 4pm.

We are looking for

In this role you will be the main entry point in the KONE organisation for all our customers, 24//7, and are there for the service need, or question relying to a job in progress.

The Customer Care Centre Advisor will use a KONE application software that gives up to date information about equipment, contracts, technician scheduling, equipment history, contract information throughout the in the country

The main responsibilities for this role are the following:

• Accountable to welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide adequate answer. Also incoming requests comes from telephone, fax, and e-mail.
• Call dispatching either by phone, SMS, KFM or paging. This includes specific tasks like management of callouts on hold, unreachable.
• You will also support the Supervisors in maintaining the Fitter scheduling
•Supporting the supervisors in following up open callouts, back reporting open jobs or specific reports on open jobs  that are available on Supervisor reports.
• Accountable to make the contact as easy as possible for the customer and provide adequate information.
• Accountable to identify safety situations, and manage these by giving the adequate safety instructions as described in our global safety procedures. You will show empathy, be aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
• Gather sales lead notification and forward to relevant departments
and reply when required.

We offer

25 Days Holiday 
Company Pension Scheme
Childcare Vouchers
Employee Assistance Programme
PDI 
Life Assurance
Cycle to Work Scheme

Desired profile

Skills, Education and Experience

Good Word, Excel and Outlook
Good telephone manner
Previous work experience in customer service is an asset
Conscientious
Good written and spoken English