وصف الوظيفة
Role Overview
Customer Care Agent at KONE, based in the Sharjah office. You will report to the Customer Service Team Leader and serve as the main entry point for external customer contacts, specializing in callouts, inbound customer queries, and outbound customer calls.
Company Overview
KONE is certified as a Top Employer for UAE, Qatar, KSA, and Oman. The company is dedicated to fostering a great work culture, putting people first, and creating a workplace that nurtures collaboration, diversity, growth, and well-being. KONE is committed to inspiring the highest standards of quality and efficiency, practicing sustainability as an integral part of daily operations, and following ethical business practices.
Role Purpose
To manage customer contacts across alarm calls, test calls, customer queries, case registrations, and outbound calls while ensuring safety, resolving complaints, identifying sales opportunities, and supporting the KONE organization in delivering excellent customer service.
Key Responsibilities
Callout Handling
- Manage various types of contacts including alarm calls, test calls, customer calls with callouts and case registrations, outbound calls, technician calls, and case closure.
- Identify safety situations and provide adequate safety instructions according to global safety procedures, demonstrating empathy and awareness of customer feelings to calm passengers.
- Support supervisors in following up on open callouts and ensuring technicians back-report open jobs.
- Connect customers to the appropriate person within the KONE organization for requests unrelated to unplanned maintenance.
Inbound and Outbound Call Handling
- Receive and resolve customer queries and complaints, communicating resolutions clearly.
- Identify possible sales leads from customer cases sourced through various channels and assign leads to the sales organization.
- Conduct transactional surveys after callouts or projects to gather customer satisfaction feedback.
- Support local marketing in customer contacting initiatives and campaigns.
Qualifications & Experience
- Bachelor's Degree or equivalent qualification.
- Minimum two years of customer service experience.
- Fluency in English and Arabic is required; French is an added advantage.
Skills & Competencies
- Excellent communication and customer management skills.
- Strong IT skills.
- Stress tolerance and detailed focus.
- Highly motivated, goal-oriented, and diligent approach to work.
- Organized, self-starting mentality with a strong orientation towards high-level customer service.