Customer Care Agent

KONE Middle East UAE; Sharjah; On-site; AED 60,000 - 90,000; Full time

Job summary

KONE Middle East UAE is hiring a Customer Care Agent in the UAE. The role involves handling alarms, test and customer calls, and local dispatch coordination with a focus on safety and timely case closures.

The position requires empathetic customer interactions, effective communication, and the ability to identify potential sales leads from cases and inquiries. This is a full-time on-site role located in the Sharjah region.

Qualifications

• Handle alarm, test and customer calls including callouts and case registrations.
• Inbound queries and complaints resolution.
• Outbound calls and post-call surveys, identifying sales leads.

Responsibilities

• Handle callouts and various types of contacts and route to the right teams.
• Resolve inbound queries and complaints and communicate resolutions.
• Support outbound call activities and customer satisfaction surveys.
• Ensure safety instructions are provided per procedures and escalate as needed.

Skills

Customer service

Communication skills

Empathy

Job description

Certified as a Top Employer in the UAE Qatar KSA and Oman KONE is dedicated to creating a superior workplace through outstanding people practices. We emphasize cultivating a great work culture inspiring high standards of quality and efficiency and fostering an environment that promotes collaboration diversity growth and well-being.

Customer Care Agent is responsible for a limited or full set of key activities listed below depending on the level of expertise.

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)

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.

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