Customer Service Agent (KC3)

Customer Service Agent, Callout is the voice of KONE and takes care of our customers 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. The Customer Service Agent is responsible for the callout management, from logging the customer request, validating the issue, and attempting to resolve it remotely, finding and dispatching an available technician to closing the case. The Customer Service Agent is also trained to identify and manage all critical safety situations, 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 stakeholders, 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.

Customer Service Agent, Outbound is the voice of KONE and takes care of our customers by contacting them to keep customers aware of us. He/She performs outbound calls including conduction of a transactional survey after callout or installation project, nursing calls and campaigns. He/She is responsible for actions resulting from these outbound calls.

Responsibilities and key activities

Call Out agent

• Answers customer calls and contacts through other channels within the target SLA
• Creates callouts (entrapment calls, unplanned service), gathers information, validates the issue, attempts to resolve it remotely, and dispatches technician with all needed details. Also, if needed back reports the remote activity.
• Receives Immediate Service Needs from 24/7 connected services, validates the issue, attempts to resolve it remotely, creates the callout and dispatches Maintenance Technicians. Also, if needed back reports the remote activity.
• 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 cases
• 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 and creates 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 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

Professional requirements

• Solid communication skills in local languages (written + spoken)
• Previous work experience in customer service is an asset.

Entry-level requirements

• Basic IT knowledge (PC and basic Office tools usage)
• High school level or equivalent degree is a minimum requirement
• Experience with Customer Service Center communication methods is an asset

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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