Customer Care Champion Call Handler (FTC 12 months)

Otis; Leicester; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading elevator company is seeking a Call Handler to join their team in Leicester. You will be the first point of contact for customers facing issues with their equipment. This role demands excellent communication skills and a customer-first mentality. With the opportunity to receive training and develop your career, this position offers a supportive environment for professional growth.

Benefits

Intensive training in technology and soft skills

Career growth opportunities

Qualifications

• Excellent communication skills required.
• Must demonstrate empathy and a customer-centric approach.
• Ability to handle stressful situations professionally.

Responsibilities

• Act as the first point of contact for customers.
• Create work orders for technician visits.
• Manage customer queries efficiently.

Skills

Excellent language listening and communication skills

Customer-centric mindset and empathy

Resilience in handling stressful situations

Comfortable managing customer interactions

Affinity using multiple IT systems

Job description

Role Overview

Otis is growing and we are recruiting an Call Handler working within our Inbound Call team based in Leicester. The hours of work will be 9am -5pm.

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.

Responsibilities

On a typical day you will:

• Be 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.
• 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 appropriate team or person.
• Handle your work efficiently as per the OtisLine KPIs.
• Maintain a high standard of quality when interacting with our customers both internal and external.
• Handle your work efficiently whilst managing emails and complete the correct action required.
• On occasion Call Handlers may be asked to support other CCC teams such as the Emergency Alarm desk.

Role KPIs

• Adhere to OtisLine service quality standards (90 / 10 SLA)
• Ensure availability and manage unavailability time (re. unavailability codes & policies)
• Follow call scripts
• Achieve a minimum call assessment score (> 85% with no compulsory fails)
• Manage Otisline Inbox in line with the how-to guides available on the 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

Whats in it for you

You will receive an employment contract with the world market leader in a crisis-proof industry.

Benefits

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.

Apply today to join us and build whats next!

If you live in a city chances are we will give you a lift or play a role in keeping you moving every day.

About Otis

Otis is the worlds 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 industrys largest Service portfolio.

You may recognize our products in some of the worlds most famous landmarks including the Eiffel Tower Empire State Building Burj Khalifa and the Petronas Twin Towers! We are 72000 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. Youll belong to a diverse trusted and caring community where your contributions and the skills and capabilities youll 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 click here.

Equal Opportunity Employer

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race colour religion sex sexual orientation gender identity national origin disability or veteran status age or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability please contact us at

Key Skills

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

Job Details

• Employment Type: Full-Time
• Experience: years
• Vacancy: 1
• Required Experience: Contract