Kc3 Supervisor- Customer Service Agent

Did you know KONE moves over one billion people every day. We employ over 55,000 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._
- We believe in improving performance through inspiring, engaging and developing our people. Personal growth is strongly supported and there are significant opportunities for career development. Joining us means you will be part of a global network of people, working in a culture that fosters innovation and empowers you to make a difference. _
- Why this role?_

Customer Service Agent, Callout is the voice of KONE and takes care of our customer by managing critical safety situations. He/She is the main entry point for external customer requests related to unplanned maintenance services, 24 hours / 7 days.
- What will you be doing?_

Customer Service Agent is responsible for the callout management, from logging the customer request, finding and dispatching an available technician to closing the case. Customer Service Agent is also trained to identify and manage all critical safety situation, preventing fatalities.

Customer Service Agent, Inbound is the voice of KONE and takes care of our customers by receiving and managing customer queries, complaints and master data changes, owning the cases from receipt to resolution and confirming back to customer. Customer Service Agent can assign complicated cases to relevant stakeholder, yet the Customer Service Agent is responsible to follow-up the case from start to end to meet the agreed Grade of Service for First time resolution.
- Are you the one?_

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
- Transfer 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
- What do we offer?_
- Career progression opportunities within a global organisation
- Full-time role enabling you establish a function and make it your own
- Total reward elements that engage and motivate our employees and help us make KONE a great place to work
- Comprehensive learning and development programs covering a wide range of professional skills
- 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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- 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