Customer Service Agent (Turkish & Arabic Speaker)

Overview

Inbound Agent

• Respond to customer calls and queries across multiple channels within service level agreements (SLAs).
• Resolve customer inquiries efficiently and escalate complex issues as needed.
• Log and classify complaints, ensuring timely assignment and resolution.
• Maintain and update customer contact and equipment master data.
• Create and document cases for every customer interaction, ensuring accuracy and completeness.
• Take ownership of first-line queries and ensure prompt resolution.
• Identify potential sales leads and forward them to the sales team.
• Manage inbound claims by logging complaints in CRM, coordinating with quality managers, and following up on resolution and customer satisfaction.

Outbound Agent

• Conduct transactional surveys (e.g., Net Promoter Score and customer satisfaction surveys).
• Engage with customers to identify sales opportunities and support lead generation.
• Maintain and nurture Core 3 VA clients through regular communication.
• Handle inbound customer queries when needed.
• Ensure customer data is accurate and up to date.
• Support local marketing efforts by participating in customer outreach campaigns.
• Conduct welcome calls for new customers to enhance their onboarding experience.

Callout Agent (Support Function)

• Respond to emergency service calls (e.g., elevator entrapments and urgent maintenance requests).
• Gather information and dispatch technicians with complete service details.
• Monitor and respond to alerts from 24/7 connected services, ensuring prompt action.
• Contact technicians to confirm their safety in response to safety alerts.
• Keep customers informed about service progress and resolution timelines.
• Communicate directly with passengers trapped in elevators, providing clear guidance and reassurance.
• Prioritize safety, demonstrating empathy and professionalism in high-stress situations.
• Gives entrapments his/her full attention, shows empathy, and stays with the customer.
• Are you the one?
• Excellent communication skills in English, Arabic, and Turkish.
• Previous experience in customer service is an asset.
• Good IT knowledge (familiarity with Microsoft Office tools).
• Minimum of a high school diploma or equivalent degree.
• Experience with Customer Service Center communication methods is an asset.
• *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/*