Customer Service Agent

Customer Service Agent

KONE
2-5 years
Not Specified

Job Description



Did you know KONE moves over one billion people every day
KONE Singapore is embarking upon an exciting growth phase and as such we are seeking a Customer Service Agent to join our team.
With a strong service mindset, you will be the voice of KONE and takes care of our customer by managing critical safety situations, receiving and managing customer queries, attending to unplanned service requests, complaints etc, owning the cases from receipt to resolution
Callout/Breakdown calls
  • Creates callouts, gather information and dispatch technician with all needed details.
  • Receive Immediate Service Needs from 24/7 connected services, create the callout and dispatch Maintenance Technicians
  • Receive and attend to safety alerts and contact technician(s) by phone to check on situation
  • Keep customer(s) informed on progress
  • Call back to KRMS and speak to passenger in elevator
  • Keep the passenger(s) safe in safety-hazard situations with clear and useful instructions.
  • Provide entrapment(s) with full attention, showing empathy and stay with the customer throughout

Inbound calls
  • Answer customer calls and contacts through other channels within the targeted SLA
  • Receives and resolves customer queries
  • Receives, logs and assigns complaints
  • Proactively updates customer contact data and follows process to update the rest of the customer/equipment master data
  • Creates cases for each new query and takes care to classify and document the case fully
  • Takes ownership of the queries that can be handled in first line
  • Identify possible leads and assigns those to the sales organization
  • Transfers cases to second line if needed
  • Assign complex queries from customer to the Customer Service Admin or dispute admin specializing in the topic

Outbound calls
  • Conducts transactional surveys after a callout or project via phone (e.g. NPI and customer satisfaction surveys)
  • Perform annual contacting of Core 3 clients via phone to gather feedback on service and contract renewal intent
  • Proactively keep customer data up to date
  • Support marketing in different customer contacting initiatives such as campaigns etc.
  • Conduct welcome calls for new customer

REQUIREMENTS
  • Min GCE N/O level
  • At least 2 years customer service experience, ideally in a call centre environment
  • Strong service mindset, driven to resolve customers issues
  • Good interpersonal skills with empathy to manage customers emotions during critical safety situations
  • Ability to multitask and prioritize urgent assignments
  • Knowledge of CRM systems will be added advantage

What do we offer
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.
To learn more about our Candidate Experience Package, visit https://joinourflow.com/

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About KONE

Did you know KONE moves over one billion people every day In 2019, we had annual net sales of EUR 10 billion. We employ over 60,000 driven professionals in over 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.

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