Customer Care Agent

Kone México; Sharjah; On-site; AED 89,000 - 134,000; Full time

Job summary

KONE is seeking an energetic Contact Center Agent for our Sharjah office, reporting to the Customer Service Team Leader. You will handle a variety of contact types, provide safety instructions, and connect customers to the right specialists to resolve issues efficiently.

Fluency in English and Arabic is required, with French as a plus. A Bachelor’s degree and at least two years of customer service experience are expected, along with strong communication and IT skills in a fast-paced environment.

Qualifications

• Bachelor’s Degree holder or equivalent.
• Minimum two years of customer service experience.
• Excellent communication, customer management, and IT skills.
• Fluency in English and Arabic; French is an added advantage.

Responsibilities

• Handle alarm/test/customer calls including dispatch and case registrations.
• Identify safety situations and provide safe, clear instructions.
• Demonstrate empathy and calm passengers with appropriate safety guidance.
• Support supervisors by following up on open callouts and ensuring back-reporting of open jobs.
• Route requests to the appropriate KONE contact when needed.
• Address queries and complaints and communicate resolutions to customers.
• Identify potential leads from cases and pass to sales team.
• Conduct customer satisfaction surveys after callouts or projects.

Skills

Customer service skills

Communication skills

IT skills

English

Arabic

Education

Bachelor’s Degree or equivalent

Tools

CRM software

IT systems

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.

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, French is an added advantage.

Bij KONE geloven we dat onze medewerkers de sleutel zijn tot succes. We zijn trots op de arbeidsvoorwaarden die wij bieden, deze dragen bij aan de betrokkenheid en motivatie van onze medewerkers. We hebben een open en informele cultuur waar medewerkers met respect voor elkaar samenwerken met als streven de beste resultaten te behalen. Dit helpt ons om van KONE een 'great place to work' te maken. We ondersteunen persoonlijke groei en bieden diverse kansen aan om je carrière binnen KONE verder te ontwikkelen.

Bekijk hier onze vacatures: https://www.kone.nl/werken-bij/

Bij KONE is het onze missie om de toekomst van steden vorm te geven. Als wereldleider in de lift- en roltrapindustrie vervoeren wij elke dag twee miljard mensen en maken wij hun reizen veilig, comfortabel en betrouwbaar met slimme en duurzame People Flow®. In 2025 had KONE een jaarlijkse omzet van EUR 11,2 miljard en aan het einde van het jaar meer dan 60.000 medewerkers in bijna 70 landen. KONE klasse B-aandelen zijn genoteerd aan de Nasdaq Helsinki in Finland.