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Customer Care Agent
Job summary
A leading multinational engineering firm is seeking a Customer Care Agent in Sharjah. The successful candidate will manage a variety of customer interactions including alarms and inquiries, support supervisors, and identify leads for the sales team. Strong skills in business analysis and client services are essential. This full-time role offers an opportunity to contribute to a collaborative work environment and promote sustainability.
Qualifications
- Experience in managing customer calls and inquiries.
- Ability to identify and respond to customer needs with empathy.
- Familiarity with safety procedures and protocols.
Responsibilities
- Handle various customer contact types including alarms and inquiries.
- Support supervisors in tracking open calls and making reports.
- Connect customers with the right KONE personnel promptly.
Skills
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.
Read more on Experience :
Unclear Seniority
Key Skills
Abinitio,Business Analysis,Logistics & Procurement,Client Services,Business Analytics
Employment Type : Full-Time
Experience : years
Vacancy : 1
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.