Customer Care Agent

KONE; Abu Dhabi; On-site; AED 78,000 - 112,000; Full time

Job summary

KONE is seeking a proactive Contact Center Agent based in the UAE, with English and Arabic fluency. The role involves handling alarm and test callouts, inbound queries, and outbound contacts from our Sharjah office, while supporting safety procedures and customer satisfaction initiatives.

Candidate should have a Bachelor’s degree or equivalent, at least two years in customer service, strong communication and IT skills, and a self-driven, organized mindset.

Qualifications

• 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.

Responsibilities

• Handle callouts, inbound queries, and outbound calls including alarm and test calls and case registrations.
• Identify safety situations and provide appropriate safety instructions per procedures.
• Support supervisors in following up on open callouts and ensure technicians back-report open jobs.
• Route customers to the right person for non-maintenance requests.
• Receive and resolve queries and complaints and communicate resolutions to customers.
• Identify potential leads from cases and escalate to sales as appropriate.
• Conduct customer satisfaction surveys after calls or projects and assist in campaigns.

Skills

Communication skills

Customer management

IT skills

Stress tolerance

Bilingual English/Arabic

Education

Bachelor's degree or equivalent

Job description

Job description

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.

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.

What will you do?

Callout handling

• You will be accountable for managing various types of contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls, and technician calls, callouts from customer calls 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.

Are you the one?

• 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.

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.

At KONE, we believe in fair and competitive pay that recognizes performance and supports employee engagement. Our approach covers a comprehensive total rewards package, including both financial and non-financial benefits. We are committed to fostering a culture of fairness, respect, equity, diversity, and inclusion.

Read more on https://kone.com/global/en/careers.html