Customer Care Agent

As the world 's cities grow more complex, people's need to move easily
becomes even more important. Enabling urban flow requires talent and ambition.
Together at KONE, we create the new urban reality. Your career is a journey,
and how you travel makes a difference.
It's time to make a move. Are you ready to join our flow?
The Customer Care Agent is the main entry point for external customer
contacts. Customer Care Agents may specialize in callouts, inbound customer
queries, or outbound customer calls. Specializing in callouts are responsible
for the callout management from logging the customer request, finding, and
dispatching an available technician to call acceptance from the maintenance
technician, and closing the case. The Customer Care Agent is also trained to
identify and manage all critical safety situations, preventing injuries.
Specializing in inbound queries receiving and managing customer queries,
complaints, and master data changes, owning the cases from receipt to
resolution and confirmation back to the customer. Assign complicated cases to
relevant stakeholders, yet responsible for follow-up the case from start to
end to meet the agreed Grade of Service for First-time resolution.
Customer Care Agents will also be specialized in outbound calls, manage
scripted calls including conduction of a transactional survey after callout or
project, and campaigns.
What will you do?
Callout handling
* Accountable to manage various types of contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls, and technician calls
* Callouts - from customer call to dispatch and closing the case
* Accountable to identify safety situations and manage them by giving adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware of customer feelings in such situations and provides adequate safety advice to calm the passenger.
* Accountable to support supervisors in following up on open callouts and making sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.
* Accountable for immediately connecting the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not immediately found, the agent is accountable to pass the message of the customer to the responsible person and to ensure the responsible person will contact the customer back.
Inbound
* Receive and resolve queries and complaints
* Communicate resolution to customer
* Identify possible leads from customer cases coming e.g., through web and assign those to the sales organization
Outbound call handling
* Conduct transactional surveys after a callout or project (e.g., customer satisfaction survey)
* Support local marketing in different customer contacting initiatives such as campaigns, etc., and nurse core clients.
Are you the one?
* Bachelor's Degree holder or equivalent
* Minimum ‎2 years' Customer Service experience
* Excellent communication, customer management, and IT skills
* Stress tolerant and detailed focus
* Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.
* Fluency in English, Arabic, and French language is a must
* UAE driving license is an added advantage.
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.
Read more on
www.kone.com/careers