Customer Care Agent

KONE; Jeddah; On-site; SAR 60,000 - 80,000; Full time

Job summary

A global leader in elevator and escalator solutions is seeking a Customer Care Agent to join their Jeddah office. This role involves managing callouts and customer inquiries, ensuring responsive service 24/7. The ideal candidate has a Bachelor's degree, at least two years of customer service experience, and fluency in English and Arabic. Join a dynamic team promoting collaboration and personal growth.

Benefits

Comprehensive learning and development programs

Opportunities for personal growth

Flexible work environment

Qualifications

• Minimum two years of customer service experience required.
• Motivated, goal-oriented, organized, and a self-starter.
• Focus on high-quality customer service.

Responsibilities

• Manage callouts, inbound queries, and outbound calls.
• Support 24/7 service monitoring and operational needs.
• Help with report preparation and data tracking.

Skills

Excellent communication skills

Customer management

IT skills

Stress tolerance

Attention to detail

Fluency in English and Arabic

Education

Bachelor's or Diploma Degree

Tools

KFM application

Intune

Job description

We are seeking an energetic and enthusiastic Customer Care Agent to join our team in the Jeddah office. This role is the main point of contact for external customers, handling callouts, inbound queries, and outbound calls. The agent supports 24/7 operations and assists the local team with key business applications and reporting.

Responsibilities:

1. Callout Handling:

• Manage various contacts including alarm calls, test calls, customer calls, case registrations, outbound calls, and technician calls.
• Handle callouts from customer contact to dispatch and case closure.
• Identify safety situations, provide safety instructions per global safety procedures, show empathy, and offer safety advice to calm passengers.
• Support supervisors in following up on open callouts and ensure technicians report back on open jobs, with reports available for review.
• Immediately connect customers to the appropriate KONE organization member or pass messages if the responsible person is unavailable, ensuring follow-up.

Inbound Customer Service:

• Receive and resolve customer queries and complaints, follow up internally if needed, and communicate resolutions.
• Identify potential leads from customer cases and assign them to the sales team.

Outbound Calls:

• Conduct transactional surveys post-callout or project, support marketing initiatives, and manage annual client contacts.

24/7 Service Monitoring & Operational Support:

• Monitor and manage around-the-clock customer service operations for responsiveness and availability.
• Assist with report preparation, data tracking, and support for digital tools like KFM application, Intune, and other relevant applications.

Qualifications:

• Bachelor's or Diploma Degree.
• Minimum two years of customer service experience.
• Excellent communication, customer management, and IT skills.
• Stress tolerance and attention to detail.
• Motivated, goal-oriented, organized, and a self-starter focused on high-quality customer service.
• Fluency in English and Arabic.

We Offer:

• A dynamic team environment promoting collaboration.
• Comprehensive learning and development programs.
• Clear job targets and regular feedback.
• Opportunities for personal growth, mentoring, and coaching.
• Flexible work environment built on trust and respect.
• A value-based culture emphasizing sustainability and innovation.
• The chance to work for a successful organization.