Customer Care Agent

Job Description

Customer Care Agent page is loaded
Customer Care Agent

locationsSharjah time typeTemps plein posted onOffre publiée aujourd’hui job requisition idR0624197 Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices.

We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and well-being.

KONE Middle East & Africa (KMEA) is embarking upon an exciting growth phase through a direct presence in 12 countries and more than 60 distributor markets within the region. Reporting to the Customer Service Team Leader, we are looking for an energetic and enthusiastic Contact Center Agent to be based in our Sharjah office. The Customer Care Agent is the main entry point for external customer contacts and specializes in callouts, inbound customer queries, or outbound customer calls.

Callout handling

You will be accountable to manage various types of contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls, and technician calls, callouts from customer call to dispatch, and closing the case.

Identify safety situations and manage them by giving adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware of customer feelings in such situations, and provides adequate safety advice to calm the passenger.

Support supervisors in following up on open callouts and making sure that technicians back-report open jobs.

Connecting the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance.

Inbound and Outbound call handling

Receive and resolve queries and complaints and communicate resolution to customers

Identify possible leads from customer cases e.g., through the web, and assign those to the sales organization

Conduct transactional surveys after a callout or project (e.g., customer satisfaction survey)

Support local marketing in different customer contacting initiatives such as campaigns.

Bachelor’s Degree holder or equivalent

Minimum two years of customer service experience

Excellent communication, customer management, and IT skills

Stress tolerant and detailed focus

Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.

Fluency in English and Arabic is a must, French is an added advantage

* UAE Nationals would be preferred.

Chez KONE, nous nous attachons à créer une culture de travail innovante et collaborative, dans laquelle nous valorisons la contribution de chaque individu. L’engagement de chacun de nos salariés est au cœur de notre démarche collaborative et nous encourageons la participation de chacun ainsi que le partage d’informations et d’idées. Nous nous engageons au quotidien dans une démarche durable et responsable, s’appuyant sur des pratiques commerciales éthiques. Nous développons une culture basée sur la confiance, le respect et le travail en équipe ainsi que sur la reconnaissance de la performance individuelle. Rejoindre KONE, c’est rejoindre une entreprise ou il fait bon vivre, respectueuse de la qualité de vie de chacun de ses collaborateurs. Nous sommes fiers de proposer des parcours de carrières riches en expériences et opportunités qui vous aideront à atteindre vos objectifs professionnels et personnels.

En savoir plus sur