Customer Care Agent

KONE; Sharjah; On-site; AED 60,000 - 80,000; Full time

Job summary

KONE, a recognized employer in the UAE, seeks a Customer Care Agent responsible for managing customer inquiries and callouts. This role involves communication with clients, handling complaints, and supporting safety protocols while contributing to the company's commitment to employee engagement and sustainable practices.

Qualifications

• Ability to manage customer inquiries effectively.
• Experience in handling callouts and dispatch operations.
• Sales lead identification skills.

Responsibilities

• Manage alarm calls, customer inquiries, and callouts.
• Conduct customer satisfaction surveys post-call.
• Support supervisors and marketing initiatives.

Skills

Empathy

Customer Service

Communication

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 key set of activities depending on the level of expertise, including:

1. Callout handling

• Manage various contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls, and technician calls.
• Handle callouts from customer call to dispatch and case closing.
• Identify safety situations, provide safety instructions per global safety procedures, show empathy, and offer calming safety advice.
• Support supervisors in following up on open callouts and ensure technicians report back on open jobs, using supervisor reports.
• Immediately connect customers to the appropriate KONE contact, or pass messages to ensure contact is made.

1. Inbound

• Receive and resolve queries and complaints.
• Follow up internally if needed.
• Communicate resolutions to customers.
• Identify leads from customer cases and assign to sales.

1. Outbound call handling

• Conduct customer satisfaction surveys post-callout or project.
• Support marketing initiatives like campaigns.
• Nurse core 3 VA clients through annual contact.

At KONE, we focus on fostering an innovative, collaborative culture that values each individual. Employee engagement, sustainability, ethical business practices, trust, respect, and recognition are core to our culture. We offer diverse opportunities to help you achieve your career and personal goals while maintaining a healthy, balanced life.

Read more on www.kone.com/careers