Customer Care Agent

Overview

Customer Care Agent

• to join our team in the Jeddah office.
• This role serves as the main point of contact for external customers and specializes in callouts, inbound customer queries, and outbound customer calls.
• In addition, the agent plays a vital role in supporting 24/7 operations and assisting the local team with key business applications and reporting.
• ***What will you do?***
• Callout handling:
• 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
• Accountable to identify safety situations and manage them by giving the adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• Accountable to support supervisors in following up open callouts and make sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.
• Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not immediately found, the agent is accountable to pass the message of the customer to the responsible person, and to ensure the responsible person will contact the customer back.

Inbound

• Receive and resolve queries and complaints
• Follow up internally if necessary
• Communicate resolution to customer
• Identify possible leads from customer cases coming e.g. through web and assign those to the sales organization
• Outbound call handling:
• Conduct transactional surveys after a callout or project (e.g. customer satisfaction survey)
• Support local marketing in different customer contacting initiatives such as campaigns, etc.
• Nurse core 3 VA clients (annual contacting)

24/7 Service Monitoring & Operational Support

• Monitor and manage 24/7 customer service operations, ensuring availability and responsiveness across all shifts.
• Support the operations team with:
• Report preparation and data tracking
• KFM (KONE Field Mobility) application
• Intune installation and access support
• Other relevant KONE digital tools and applications as needed.
• ***Are you the one?***
• Bachelor or Diploma Degree holder.
• 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.
• ***What do we offer?***
• Great dynamic team promoting a collaborative environment.
• Total reward elements that engage and motivate our employees and help us make KONE a great place to work.
• Comprehensive learning and development programs covering a wide range of professional skills.
• Engaging job with position description and clear targets.
• Regular feedback through performance discussions.
• Opportunities for individual development.
• Mentoring and coaching programs.
• Flexibility, trust and respect.
• Value-based culture, behaviors and ethics.
• Sustainability and innovation.
• Working for a successful organization.
• *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.*
• Read more on
• *https://careers.kone.com/en/*