Customer Service Coordinator/Dispatcher

1 month ago

London, Greater London, United Kingdom KONE Full time

At KONE, we strive to improve the flow of urban life by providing innovative solutions for lifts, escalators, and automatic doors. As a global leader in the industry, we are committed to adding value to buildings throughout their life cycle.

We are seeking a Customer Service Coordinator/Dispatcher to be part of our team, serving as the main contact point for customers relating to their service needs or questions about ongoing jobs.

This is a permanent position, Monday to Friday, with working hours from 07:00 to 15:30.

The key responsibilities for this role include:

  • Welcome customers and users according to KONE processes and standard instructions, identify and classify their requests, and provide adequate responses.
  • Manage incoming requests via telephone and email.
  • Support supervisors/Area Service Managers in following up on open callouts, back reporting open jobs, or specific reports on open jobs available on Supervisor/ASM reports.
  • Make contact as easy as possible for the customer/engineer and provide adequate information and support.
  • Record and book jobs and dispatch engineers in a timely and efficient manner.
  • Identify safety situations and manage them by providing adequate safety instructions as described in our global safety procedures. Show empathy, be aware of customer feelings in such situations, and provide adequate safety advice to calm the passenger if needed.
  • Follow KONE processes by demonstrating responsiveness, responsibility, and a quick spirit.
  • Collaborate by attending regional meetings with varied attendees, supporting ASM/Supervisor with data.
  • Review and update daily planning schedules to maximize efficiency and profitability through 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.
  • Perform ad-hoc administrative tasks.

Required skills and experience include:

  • Contact Centre experience.
  • Previous work experience in customer service is essential.
  • Call Out/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.

Full training will be provided.

Benefits include a competitive salary, 25 days of holiday, an Employee Assistance Programme, Company Pension, PDI, Life Assurance, Cycle to Work Scheme, Kone Discounts, and Bonus.

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