Customer Care Centre Advisor

1 month ago

London, United Kingdom Kone Full time

At KONE, our mission is to improve the flow of urban life. As a global leader in the lift and escalator industry, KONE provides lifts, escalators and automatic doors, as well as solutions for maintenance and modernisation to add value to buildings throughout their life cycle.

We are looking for a Customer Care Centre Advisor (FSM) to be part of a team, as the main contact point for our customers relating to their service needs, or questions relating to a job in progress.

This is a permanent position, Monday - Friday, hours 07:00 - 15:30.

The main responsibilities for this role are:

- To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer.
- Support the supervisors/ASM in following up open callouts, back reporting open jobs or specific reports on open jobs that are available on Supervisor/ASM reports.
- To make the contact as easy as possible for the customer/engineer and provide adequate information and support.
- Record and book any jobs and dispatch engineers in a timely and efficient manner.
- To identify safety situations and manage these by giving the adequate safety instructions as described in our global safety procedures. You will show empathy, be aware about customer feelings in such situation and provides adequate safety advice to calm the passenger if needed.
- You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
- Collaborate by attending regional meetings with wide and varied attendees supporting ASM/Supervisor with data.
- Review and update daily planning schedules to maximise efficiency and profitability though GANT governance.
- Customer first mindset putting the customer at the heart of everything we do.
- Demonstrate courage when dealing with customers and engineers, making the right decision for the business, and communicating in an open and honest manner.

Skills and experience required:

- Must have Call Contact Centre experience.
- Previous work experience in customer service is essential.
- Dispatch experience is a bonus.
- Salesforce experience would be beneficial.
- Regional Geographical experience/understanding (London/Scotland/Wales) beneficial.
- Excellent telephone manner.
- Good problem-solving skills.
- Good Word, Excel and Outlook.
- Collaborative team player.
- Good written and spoken English.

FSM - Field Service Management. (Kone App).

Full Training will be provided.

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