Customer Care Agent - Contact Center

About the role

KONE is looking for an energetic and enthusiastic Contact Center Agent to join its Customer Service Team in the Sharjah office, reporting to the Customer Service Team Leader. The agent is the main entry point for external customers and handles callouts, inbound queries and outbound calls.

Key responsibilities

• Manage callouts, alarms, test calls, customer calls, case registrations, outbound calls and technician calls, including dispatching callouts and closing cases
• Identify safety situations and give safety advice in line with global safety procedures, calming passengers
• Follow up open callouts with supervisors and ensure technicians back-report open jobs
• Route requests not related to unplanned maintenance to the right person in the organisation
• Resolve inbound and outbound queries and complaints, and identify leads from customer cases to assign to sales
• Run transactional surveys after a callout or project and support local marketing initiatives

Required profile

• Bachelor's degree or equivalent
• At least two years of customer service experience
• Fluency in English and Arabic is a must
• Stress tolerant, detailed, highly motivated and goal-oriented

Required skills

• Excellent communication and customer management skills
• IT skills