Customer Service Supervisor

Kone México; Marmara Bölgesi; On-site; TRY 450,000 - 600,000; Full time

Job summary

KONE is seeking a Customer Service Supervisor to lead and develop its Customer Service & Administration team. You will drive performance, improve customer experience, and ensure operational excellence in line with company policies.

You will coach the team, monitor KPIs and SLAs, and implement new processes while managing resources within budget. English communication and data-driven improvements are essential in this role.

Qualifications

• Bachelor's degree in Business, Commercial or Technical Sciences.
• 2+ years of people leadership experience preferred.
• Strong people management and coaching skills.
• Excellent customer management and problem-solving skills.
• Strong written and verbal communication skills.
• Good command of English both written and spoken.
• Basic proficiency in Microsoft Office and business applications.
• Structured and organized approach, able to prioritize and manage multiple tasks.
• Data-driven mindset and ability to turn insights into practical improvements.
• Proactive communication, collaboration, and change.

Responsibilities

• Lead, coach, and develop the Customer Service & Administration team, setting clear objectives and supporting continuous development.
• Monitor team performance, KPIs, and SLAs to ensure operational excellence and productivity.
• Foster a collaborative, inclusive, and customer-focused team culture.
• Ensure compliance with policies, processes, and operational standards.
• Identify opportunities to improve processes, tools, and customer experience using data and feedback.
• Ensure customer requests and complaints are handled promptly and effectively.
• Lead the implementation of new processes, tools, and changes within the team.
• Ensure contingency and crisis recovery plans are in place.
• Manage team operations and resources effectively within budget.

Skills

People leadership

Customer management

Problem solving

Communication skills

Data-driven mindset

English proficiency

Education

Bachelor's degree in Business/Commercial/Technical Sciences

Tools

Microsoft Office

Business applications

Job description

At KONE, we are committed to improving the flow of urban life. We believe that great customer experiences are built by great people, supported by strong processes and a culture of continuous improvement. We are looking for a Customer Service Supervisor to lead and develop one of our Customer Service & Administration teams. In this role, you will be responsible for ensuring that our customer service and administration strategy is effectively implemented within your team. You will lead people, drive performance, improve customer experience, and ensure operational excellence while working in line with KONE's processes, policies, and business objectives.

What you will do:

• Lead, coach, and develop the Customer Service & Administration team, setting clear objectives and supporting continuous development.
• Monitor team performance, KPIs, and SLAs to ensure operational excellence and productivity.
• Foster a collaborative, inclusive, and customer-focused team culture.
• Ensure compliance with KONE policies, processes, and operational standards.
• Identify opportunities to improve processes, tools, and customer experience using data and customer feedback.
• Ensure customer requests and complaints are handled promptly and effectively.
• Lead the implementation of new processes, tools, and changes within the team.
• Ensure appropriate contingency and crisis recovery plans are in place.
• Manage team operations and resources effectively within budget.

What you'll bring:

• Bachelor's degree in Business, Commercial or Technical Sciences, Previous experience working in a customer service, administration, operations, or related environment.
• Preferably at least 2 years of people leadership experience.
• Strong people management and coaching skills.
• Excellent customer management and problem-solving skills.
• Strong written and verbal communication skills.
• Good command of English both written and spoken.
• Basic proficiency in Microsoft Office and business applications.
• A structured and organized approach, with the ability to prioritize and manage multiple tasks.
• A data-driven mindset and the ability to turn insights into practical improvements.
• A proactive approach to communication, collaboration, and change.

Why join KONE?

At KONE, you will join a global organization where people, technology, and customer experience come together. This role gives you the opportunity to make a direct impact - not only on our customers, but also on the development and success of your team. You will work in an environment that encourages collaboration, continuous improvement, and new ideas while giving you opportunities to grow as a leader. If you are a customer-focused leader who enjoys developing people, improving operations, and turning challenges into better customer experiences, we would love to hear from you. Join KONE and help us create a better customer experience, one interaction at a time. 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 At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.