Customer Service Coordinator - Dispatcher

KONE; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

8 Bank Holidays

Hybrid working

Pension Scheme

Development opportunities

Bonus

Dental Insurance

Medical Insurance

GymFlex Membership

KONE Discounts

24/7 GP Support & Wellbeing

Job summary

KONE is seeking a Customer Service Coordinator/Dispatcher to be the main contact for customers regarding service needs and in-progress jobs. This permanent role operates Monday to Friday, 08:30–17:00, based in London or surrounding areas.

Responsibilities include handling calls and emails, dispatching engineers, and supporting regional managers with data and reporting. Strong English, Salesforce, and MS Office skills are essential.

Qualifications

• Must have Dispatcher experience.
• Previous work experience in customer service is essential.
• Call Out / Dispatch experience is a bonus.
• Salesforce experience would be beneficial.
• Regional geographical experience/understanding (London/Scotland/Wales) beneficial.
• Excellent telephone manner.
• Good problem-solving skills.
• Good Word, Excel, and Outlook.
• Collaborative team player.
• Good written and spoken English.

Responsibilities

• To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer.
• To manage incoming requests by telephone as well as by email.
• Support the supervisors/Area Service Managers in following up open callouts and reporting on open jobs.
• To make contact easy for the customer/engineer and provide adequate information and support.
• Record and book any jobs and dispatch engineers in a timely and efficient manner.
• Identify safety situations and provide safety instructions per global procedures.
• Follow KONE processes with responsiveness and responsibility.
• Collaborate by attending regional meetings and support ASM/Supervisor with data.
• Review and update daily planning schedules to maximise efficiency and profitability.
• Maintain a customer-first mindset and communicate openly with customers and engineers.
• Adhoc administrative tasks.

Skills

Dispatcher experience

Customer service

Telephone etiquette

Problem-solving

Team player

English communication

Tools

Salesforce

MS Word

MS Excel

MS Outlook

Job description

Job Description

We are looking for a Customer Service Coordinator/Dispatcher to be part of a team, as the main contact point for our customers relating to their service needs, or questions relating to a job in progress.

This is a permanent position, Monday - Friday, hours 08:30 - 17:00

The main responsibilities for this role are:

• To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer.
• To manage incoming requests by telephone as well as by email.
• Support the supervisors/Area Service Managers in following up open callouts, back reporting open jobs or specific reports on open jobs that are available on Supervisor/ASM reports.
• To make the contact as easy as possible for the customer/engineer and provide adequate information and support.
• Record and book any jobs and dispatch engineers in a timely and efficient manner.
• To identify safety situations and manage these by giving the adequate safety instructions as described in our global safety procedures. You will show empathy, be aware about customer feelings in such situation and provides adequate safety advice to calm the passenger if needed.
• You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
• Collaborate by attending regional meetings with wide and varied attendees supporting ASM/Supervisor with data.
• Review and update daily planning schedules to maximise efficiency and profitability though GANT governance.
• Customer first mindset putting the customer at the heart of everything we do.
• Demonstrate courage when dealing with customers and engineers, making the right decision for the business, and communicating in an open and honest manner.
• Adhoc administrative tasks.

Skills and experience required:

• Must have Dispatcher experience.
• Previous work experience in customer service is essential.
• Call Out / Dispatch experience is a bonus.
• Salesforce experience would be beneficial.
• Regional Geographical experience/understanding (London/Scotland/Wales) beneficial.
• Excellent telephone manner.
• Good problem-solving skills.
• Good Word, Excel, and Outlook.
• Collaborative team player.
• Good written and spoken English.

Full Training will be provided.

What KONE can offer:

• We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, 1 volunteering day, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift and escalator industry, Bonus, Dental Insurance, Medical Insurance, GymFlex Membership, Kone Discounts, 24/7 GP Support & Wellbeing Access and hybrid working.

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 https://kone.com/global/en/careers.html