Customer Care Agent

279 KONE Middle East UAE; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

KONE, a leading employer in the Middle East, is seeking a Customer Care Agent in Sharjah. The role involves managing various customer interactions, resolving queries, and conducting satisfaction surveys to enhance service quality. Ideal candidates should demonstrate empathy and effective communication skills.

Responsibilities

• Manage various types of contacts including alarm and customer calls.
• Receive and resolve customer queries and complaints.
• Conduct transactional surveys post-callout or project.

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 Responsibilities:

The Customer Care Agent is responsible for a set of key activities depending on their level of expertise:

1. Callout Handling:

• Manage various types of contacts including alarm calls, test calls, customer calls (callouts & case registrations), outbound calls, and technician calls.
• Handle callouts from customer contact to dispatch and case closure.
• Identify safety situations and manage them by providing appropriate safety instructions as per global safety procedures. Demonstrate empathy, be aware of customer feelings, and provide safety advice to calm passengers.
• Support supervisors by following up on open callouts and ensuring technicians report back on open jobs. Specific reports are available for supervisors.
• Immediately connect customers to the appropriate KONE contact. If the responsible person is unavailable, pass the message and ensure follow-up.

Inbound Handling:

• Receive and resolve customer queries and complaints.
• Follow up internally if needed.
• Communicate resolutions to customers.
• Identify potential leads from customer cases (e.g., via web) and assign them to the sales team.

Outbound Call Handling:

• Conduct transactional surveys post-callout or project (e.g., customer satisfaction surveys).
• Support local marketing initiatives through customer contact campaigns.
• Nurse core 3 VA clients via annual contact.