Customer Care Agent

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

Job summary

KONE Middle East is seeking a Customer Care Agent to manage customer calls and callouts in a collaborative and innovative environment. The role emphasizes excellent customer service, with a focus on safety and effective communication. Join our team to contribute to a culture of trust, respect, and growth while achieving your career goals.

Qualifications

• Required skills in managing customer queries and handling callouts.
• Experience in customer service or call center roles is beneficial.
• Ability to maintain professionalism and warmth when addressing customer needs.

Responsibilities

• Handle various types of customer calls and callouts.
• Receive and resolve customer queries and complaints.
• Conduct transactional surveys and support marketing initiatives.

Skills

Empathy

Communication

Customer Service

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.

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

1. Callout handling: Managing various contact types such as alarm calls, test calls, customer calls including callouts and case registrations, outbound calls, and technician calls. Handling callouts from customer calls to dispatch and case closure. Identifying safety situations and managing them by providing adequate safety instructions as per global safety procedures. Showing empathy and awareness of customer feelings, providing safety advice to calm passengers. Supporting supervisors in following up on open callouts and ensuring technicians report back on open jobs. Passing messages to the responsible person if immediate contact is not possible.
2. Inbound: Receiving and resolving queries and complaints, following up internally if necessary, communicating resolutions to customers, and identifying potential leads from customer cases to be assigned to sales.
3. Outbound call handling: Conducting transactional surveys after callouts or projects, supporting local marketing initiatives such as campaigns, and maintaining contact with core clients.

At KONE, we are focused on creating an innovative and collaborative working culture where we value each individual’s contribution. Employee engagement is a key focus, and we encourage participation, sharing of ideas, and information. Sustainability is integral to our culture, practiced daily. We follow ethical business practices and aim to develop a culture of trust and respect. We are proud to offer a range of experiences and opportunities to help you achieve your career and personal goals and live a healthy, balanced life.

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