Customer Service Specialist

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.

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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