Customer Service And Operations Support Team Lead

Customer Service And Operations Support Team Lead

The Customer Service And Operations Support Team Lead is responsible for the Customer Service and Operations in KSEA i.e. callouts, inbound queries and outbound surveys and core 3 nurturing, Customer Service Admin and Workplace teams. The Team Lead actively drives customer centricity in the entire organization, develops the team and ensures operational excellence in the teams.

What will you be doing?

• Lead, manage, evaluate, and develop Customer Service and Admin Organization to ensure that the organization's customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgets.
• Assures that daily work performed follows generally stated objectives as well as cost-effectiveness and competitiveness and is completed with quality, on time and within budget.
• Manages general communication and collaboration with FL representatives (e.g. Maintenance Operations Excellence Manager, Offering and Sales Development Managers) and with Shared Service Centers (SSC)
• Distributes tasks and levels the daily workload, if needed.
• Manages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answer.
• Coaches and drives competence development in the team and makes sure there is a career path for all team members.
• Drives behavior to represent KONE as one team towards the customer.
• Uses Customer Service data to bring forward ideas to improve customer experience.
• Balances between operational and long-term developments.
• Manages FL CS&A operations.
• Responsible for managing the customer service and administration activities within budget.
• Ensure processes are followed according to defined global processes.
• Responsible to implement and ensure proper working of new tools / processes / systems.
• Responsible to meet KPI targets.
• Create a friendly and desirable working environment to minimize turnover rate.
• Responsible to ensure that customers' and internal queries and complaints are promptly replied and followed up.

Are you the one?

• University degree in industrial engineering or related disciplines.
• Good spoken and written English and local languages.
• Basic skills with MS Office tools and applications.
• Preferably at least 2 years of experience on leadership.
• People Management skills.
• Leadership experience.
• Solid communication skills (written + spoken).
• Previous work experience in customer service and operational excellence/process development and/or strong understanding of customer needs from a relevant industry.

What do we offer?

• Career progression 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.