Customer Service Agent

Customer Service Agent Role at KONE

As a Customer Service Agent at KONE, you will be the voice of the company, playing a vital role in ensuring customer safety, satisfaction, and trust. You will manage unplanned maintenance requests, handle customer inquiries and complaints, and help keep customers informed and supported.

Callout Agent Responsibilities:

• Manage critical safety situations, dispatch technicians, and keep customers informed throughout the process.
• Log emergency maintenance requests and provide clear instructions to ensure passenger safety.
• Show empathy and support during entrapments, staying with the customer throughout the call.

Inbound Agent Responsibilities:

• Respond to customer inquiries, complaints, and data update requests.
• Take ownership of cases from receipt to resolution, ensuring first-contact resolution whenever possible.
• Proactively update customer data and assign complex cases to relevant departments as needed.

Outbound Agent Responsibilities:

• Conduct follow-up calls, customer satisfaction surveys, and support marketing campaigns.
• Make outbound sales and service calls to engage prospects or existing customers, introducing relevant services or contract upgrades.
• Maintain accurate and up-to-date customer records and engagement logs.
• Make welcome calls to new customers, strengthening customer relationships and exploring potential service needs.

Are you the one?:

• Customer focus comes naturally to you, and you adapt well to different situations.
• Staying calm under pressure—especially during emergencies—is one of your strengths.
• A keen eye for detail and a commitment to following established guidelines define your work style.
• Strong verbal and written communication skills in the local language are essential for success in this role.
• Previous experience in customer service is highly valued.

What do we offer?:

• Career progression and opportunities within a global organization.
• 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.
• You are surrounded by fun colleagues and a lively working environment. The best part is that all leaders are great and open-minded.

Click on apply if you have a passion for meeting up with people and a desire to make an impact in the elevator and escalator industry.