Customer Care Champion

OTIS LIMITED; Leicester; On-site; GBP 18,000 - 23,000; Full time

Job summary

Otis is recruiting a Customer Care Champion for our Inbound Call team in Leicester. You will be the first contact for customers with equipment issues, coordinating technician visits and routing queries as needed.

Working 8am–4pm, you will maximise call handling, create dispatch work orders, manage emails, and uphold high service standards. You will support other CCC teams and live Otis values daily.

Qualifications

• Excellent language, listening and communication skills
• Customer-centric mindset and empathy for people
• Resilience in handling stressful situations with ease and professionalism
• Comfortable managing a large number of customer interactions under time-sensitive conditions
• Living Otis behaviours and Otis Absolutes (Re.. Executing at Otis and Otis Absolutes)
• Affinity using multiple IT systems

Responsibilities

• Maximise the time you are available to receive customer calls throughout your working hours
• Create work orders that capture the necessary information for the dispatchers to organise an appropriate technician visit
• Quickly forward general queries to the right person
• Handle your work efficiently as per the OtisLine KPI's
• Maintain a high standard of quality when interacting with our customers, both internal and external
• Manage emails and complete the correct action required
• On occasion, CCC-Call Handlers may be asked to support other CCC teams, such as the Emergency Alarm desk.

Job description

Otis is growing, and we are recruiting a Customer Care Champion working within our Inbound Call team, based in Leicester. The hours of work will be 8am -4pm. Acting as the primary interface between our internal and external customers, you will be the first point of contact for customers who are facing an issue with their equipment. On a typical day, you will: You are the first point of contact for customers who are facing an issue with their equipment. This can be because passengers are trapped in the elevator or their equipment has a fault that requires a technician visit. Occasionally, customers may call for another query and need to be routed to the right Otis team. Your role in these situations is to:

Your role in these situations is to:

• Maximise the time you are available to receive customer calls throughout your working hours
• Create work orders that capture the necessary information for the dispatchers to organise an appropriate technician visit
• Quickly forward general queries to the right person
• Handle your work efficiently as per the OtisLine KPI's
• Maintain a high standard of quality when interacting with our customers, both internal and external
• Manage emails and complete the correct action required
• On occasion, CCC-Call Handlers may be asked to support other CCC teams, such as the Emergency Alarm desk.

What You Will Need to be Successful:

• Excellent language, listening and communication skills
• Customer-centric mindset and empathy for people
• Resilience in handling stressful situations with ease and professionalism
• Comfortable managing a large number of customer interactions under time-sensitive conditions
• Living Otis behaviours and Otis Absolutes (Re.. Executing at Otis and Otis Absolutes)
• Affinity using multiple IT systems

What's in it for you?

• You will receive a employment contract with the world market leader in a crisis-proof industry.
• We offer you remuneration in accordance with local standards

We will train you intensively in the areas of technology, processes & soft skills, and you can exchange ideas with experienced colleagues at any time.

With strong performance, you will have the opportunity to grow in this role to build a career at Otis. If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world's leading elevator and escalator manufacturing, installation, and service company.

We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers!

We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide.

We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model.

You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people.

As a global, people-powered company, we put people - passengers, customers, and colleagues - at the center of everything we do.

We are guided by our values that we call our Three Absolutes - prioritizing Safety, Ethics, Quality in all that we do.

If you would like to learn more about environmental, social and governance (ESG) at Otis (https://www.otis.com/en/us/our-company/esg).

Become a part of the Otis team and help us #Buildwhatsnext!