Customer Service Agent (Turkish & Arabic Speaker)

About the role

KONE is looking for a bilingual Turkish and Arabic speaking Customer Service Agent to join its inbound and outbound call centre team in the UAE. The role is the voice of KONE, handling customer queries, complaints, and data updates, as well as conducting outbound outreach and surveys.

Key responsibilities

• Answer inbound calls and messages across multiple channels, resolve queries, and log cases in the CRM system.
• Escalate complex issues to relevant stakeholders and ensure timely first‑time resolution.
• Maintain and update customer contact and equipment master data.
• Conduct outbound transactional surveys (e.g., Net Promoter Score) and nurture existing client relationships.
• Identify potential sales leads and forward them to the sales team.
• Handle emergency service calls, dispatch technicians, and communicate safety updates to trapped passengers.

Required profile

• Fluent in Turkish and Arabic, with strong English communication skills.
• Excellent phone etiquette and ability to work under pressure.
• Customer‑focused mindset with empathy and professionalism.
• Ability to manage multiple tasks and follow up on cases from start to finish.

Required skills

• Experience using a CRM platform for case management.