Customer Service

1 week ago

Singapore Kone Full time

Callout agent
- Answers customer calls and contacts through other channels within the target SLA
- Creates callouts (entrapment calls, unplanned service), gathers information and dispatches technician with all needed details.
- Receives Immediate Service Needs from 24/7 connected services, creates the callout and dispatches Maintenance Technicians
- Receives safety alerts and contacts technician by phone to check he/she is ok.
- Keeps customer informed on progress
- Calls back to KRMS and talks with passenger in elevator
- Keeps the passenger(s) safe in Safety hazard situations with clear and useful instructions.
- Gives entrapments his/her full attention, shows empathy and stays with the customer all the way

Inbound agent
- Answers customer calls and contacts through other channels within the target 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
- Identifies possible leads and assigns those to the sales organization
- Transfers cases to second line if needed. Assigns complex queries from customer to the Customer Service Admin or dispute admin specializing in the topic

Outbound agent
- Conducts transactional surveys after a callout or project via phone (e.g. NPI and customer satisfaction surveys)
- Nurses Core 3 VA clients via phone (annual contacting)
- Is able to treat any customer query like Inbound Agent would do
- Takes special care to keep customer data up to date
- Supports local marketing in different customer contacting initiatives such as campaigns etc.
- Conducts welcome calls for new customer
- 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._

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