Customer Care Champion Emergency Desk

Date Posted:Country: United KingdomLocation: Grove Park 7 Barton Close Grove Park LE19 1SJ Leicester United kingdomJob TitleEmergency Desk Operator OtisLineRole OverviewWould you like to join a truly international talent-driven company that values Safety Ethics Quality Innovation and Employee OpportunityOtis is growing and we are recruiting a Customer Advisor for our Emergency Desk working with our Inbound Call team based in Leicester. The hours of work will be 8 am-4 pm.As the primary interface between our internal and external customers you will be the first point of contact for customers experiencing issues with their equipment.Acting as the primary interface between our internal and external customers you will be based in Otisline but will have the flexibility and ability to upskill into other areas of the customer service centre.On a typical day you will:Answer all alarm calls through the various alarm and phone line systems on the Emergency DeskFollow call scripts and adhere to the processes and proceduresObtain and record details of trapped passengersManage Otisline Inbox in line with the how-to guides available on the desk.Role KPIs are: Adhere to OtisLine service quality and productivity standardsFollow call scripts (re. call guidelines and Trapped passenger script)Ensure availability and manage unavailability time amongst your team members.Ensure that Emails are tobe respondedto within30 minutesof being receivedManage Otisline Inbox usingthe combined user guide.What you will need to be successful:Excellent language and communication skillsCustomer-centric mindset and empathy for peopleResilience in handling stressful situations and ability to solve problemsComfortable managing a wide range of tasks under time-sensitive conditionsLiving Otis leadership behaviours and Otis Absolutes (Re.. Executing at Otis and Otis Absolutes)Affinity using multiple IT systemsWhats In it For Me / Benefits (adjust for local regulations):You will receive a long-term employment contract with the world market leader in a crisis-proof industry.We offer you remuneration in accordance with local standardsWe will train you intensively in the areas of technology processes & soft skills and you can exchange ideas with experienced colleagues at any time.With strong performance you will have the opportunity to grow in this role to build a career at Otis.Apply today to join us and build whats next.If you live in a city chances are we will give you a lift or play a role in keeping you moving every day.Otis is the worlds leading elevator and escalator manufacturing installation and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide the industrys largest Service portfolio.You may recognize our products in some of the worlds most famous landmarks including the Eiffel Tower Empire State Building Burj Khalifa and the Petronas Twin Towers We are 72000 people strong including engineers digital technology experts sales and functional specialists as well as factory and field technicians all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving high-performance company.When you join Otis you become part of an innovative global industry leader with a resilient business model. Youll belong to a diverse trusted and caring community where your contributions and the skills and capabilities youll gain working alongside the best and brightest keep us connected and on the cutting edge.We provide opportunities training and resources that build leadership and capabilities in Sales Field Engineering and Major Projects and our Employee Scholar Program is a notable point of pride through which Otis sponsors colleagues to pursue degrees or certification programs.Today our focus more than ever is on people. As a global people-powered company we put people passengers customers and colleagues at the center of everything we do. We are guided by our values that we call our Three Absolutes prioritizing Safety Ethics Quality in all that we do. If you would like to learn more about environmental social and governance (ESG) at Otis click here.Become a part of the Otis team and help us #BuildwhatsnextOtis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability please contact us at Privacy Policy and Terms:Click on this link to read the Policy and Terms Key Skills Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing Employment Type : Full-Time Experience: years Vacancy: 1