Customer Service Specialist

2 weeks ago

Lee Hampshire, United Kingdom Kone México Full time

Customer Service Specialist / Administrator page is loaded Customer Service Specialist / Administrator Bewerben locations Keighley time type Vollzeit posted on Gestern ausgeschrieben job requisition id R0638464

Customer Service Specialist / Administrator

Purpose

The Customer Service Specialist / Administrator is the voice of KONE, focusing on one or more specific admin domains. You will provide administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer facing activities in the field. The administrative support covers activities related to Maintenance Operations, Sales Support, Public Tender Preparation, Third Party Inspection and Reporting.

As Customer Service Specialist / Administrator you will also be supporting customers directly for more complex customer queries forwarded by the Customer Service Agents or other departments. This role is mainly interacting with Salespersons, Supervisors, Field Technicians, KONE Customer Service Organization and KONE Shared Services.

The Customer Service Specialist / Administrator ensures responsiveness towards customer by keeping up with quality and SLA levels.

Key Responsibilities & Skills

Maintenance Operations support activities:

  • General admin support, e.g., dealing with emails, phone calls, customer reports, reconciliations of customer portals.
  • Enters fitter scheduling plans (on duty and backup assignments) in Konect, coordinating changes/updates of maintenance plans in SAP.
  • Manages work center data changes.
  • Supports specific field supervisor tasks.
  • Supports in repair and insurance visit planning and communication to customer.
  • Takes ownership for customer queries forwarded from first level and follows up with Field Supervisor and other services to get a response.
  • Creates trackers for all customers and outstanding insurance defects.
  • Supports Technician and Supervisor in material related requests (PR creation, check availability and follow up on delivery).
  • Update Customer Portals.
  • Compiles and sends out reports to Customers.

Specialized administration and support tasks:

Support in 3rd party inspection administration

  • Analyzes inspection needs and schedules individual inspections.
  • Analysis and follow-up: Receive and analyzes inspection reports. 
  • Takes ownership for customer queries forwarded from first level and follows up with field Supervisor and other services to get a response.

Support in customer reporting

  • Verifies and inputs customer data in customer portals (mainly done in KONE SSC).
  • Provides reports for Key Accounts.
  • Prepares working instructions for KONE SSC to be able to input relevant information to customer portals.
  • Takes ownership for customer queries forwarded from first level and follows up with Salesperson and other services to get a response.

Skills & Experiences

  • Good administrative skills ideally from a construction or service industry environment.
  • Experience in inter-office and customer communications.
  • To provide excellent Customer Service.
  • Attention to detail.
  • Able to prioritize workload.
  • Good communication in both spoken and written English.
  • User knowledge of SAP and/or SFDC is desirable.
  • Good skills with MS Office tools and applications (Intermediate Excel).

Benefits: Competitive Salary, 25 Days Holiday, Company Pension Scheme, Employee Assistance Programme, PDI, Life Assurance, Cycle to Work Scheme, Kone Discounts, Quarterly Commission.

Wir bei KONE konzentrieren uns auf die Schaffung einer innovativen und partnerschaftlichen Arbeitskultur, in der wir den Beitrag jedes einzelnen wertschätzen. Die Mitarbeiterbindung ist für uns ein Schwerpunktbereich und wir ermutigen unsere Mitarbeiter, sich einzubringen sowie Informationen und Ideen auszutauschen. Nachhaltigkeit ist ein integraler Bestandteil unserer Kultur und der täglichen Arbeit. Wir befolgen ethische Geschäftspraktiken und haben es uns zum Ziel gesetzt, eine Kultur des Miteinander aufzubauen, in der Kollegen einander vertrauen und sich respektieren und in der gute Leistung anerkannt wird. Als Unternehmen, das einen großartigen Arbeitsplatz bietet, sind wir darauf stolz, eine Vielzahl von Erfahrungen und Möglichkeiten anzubieten, mit deren Hilfe Sie Ihre beruflichen und persönlichen Ziele erreichen und ein gesundes, ausgeglichenes Leben genießen können.

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