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Customer Service Administrator
2 months ago
Customer Service Specialist / Administrator
Purpose
The Customer Service Specialist / Administrator is the voice of OKB KONE plc, focusing on one or more specific administrative domains. This role provides administrative support for salespersons and supervisors, enabling them to maximize time spent on customer-facing activities in the field. Administrative support covers activities related to Maintenance Operations, Sales Support, Public Tender Preparation, Third Party Inspection, and Reporting.
As a Customer Service Specialist / Administrator, you will also support customers directly for complex customer queries forwarded by the Customer Service Agents or other departments. This role interacts mainly with Salespersons, Supervisors, Field Technicians, KONE Customer Service Organization, and KONE Shared Services.
The Customer Service Specialist / Administrator ensures responsiveness towards customers by maintaining quality and SLA levels.
Key Responsibilities & Skills
Maintenance Operations Support Activities
- General administrative support, including email management, phone calls, customer reports, and reconciliations of customer portals.
- Enter fitter scheduling plans (on-duty and backup assignments) in Konect, coordinating changes/updates of maintenance plans in SAP.
- Manage work center data changes.
- Support specific field supervisor tasks.
- Support repair and insurance visit planning and communication to customers.
- Take ownership of customer queries forwarded from the first level and follow up with Field Supervisors and other services to get a response.
- Create trackers for all customers and outstanding insurance defects.
- Support Technicians and Supervisors in material-related requests (PR creation, check availability, and follow up on delivery).
- Update Customer Portals.
- Compile and send reports to customers.
Specialized Administration and Support Tasks
Support in 3rd Party Inspection Administration
- Analyze inspection needs and schedule individual inspections.
- Analyze and follow up: Receive and analyze inspection reports.
- Take ownership of customer queries forwarded from the first level and follow up with Field Supervisors and other services to get a response.
Support in Customer Reporting
- Verify and input customer data in customer portals (mainly done in KONE SSC).
- Provide reports for Key Accounts.
- Prepare working instructions for KONE SSC to input relevant information to customer portals.
- Take ownership of customer queries forwarded from the first level and follow up with Salespersons 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.
- 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.
