Customer Care Agent

Certified as a Top Employer in the UAE, Qatar, KSA, and Oman, KONE is dedicated to creating a superior workplace through outstanding people practices. We emphasize cultivating a great work culture, inspiring high standards of quality and efficiency, and fostering an environment that promotes collaboration, diversity, growth, and well-being.

Customer Care Agent is responsible for a limited or full set of key activities listed below depending on the level of expertise.

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 the adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• Accountable to support supervisors in following up open callouts and make sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.
• Accountable to immediately connect 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
• Follow up internally if necessary
• 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.
• Nurse core 3 VA clients (annual contacting)
  
  

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