Customer Service Supervisor: Lead & Elevate CX & Ops

KONE; Fatih; On-site; TRY 300,000 - 450,000; Full time

Job summary

KONE is seeking a Customer Service Supervisor to lead and develop our Customer Service & Administration team. You will drive performance, improve customer experience, and ensure operational excellence in line with KONE’s processes and objectives.

You will guide and coach the team, monitor KPIs, and implement new processes while maintaining a strong customer-focused culture and adherence to budget and policies.

Qualifications

• Bachelor’s degree in Business, Commercial or Technical Sciences.
• Experience 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.
• Structured and organized approach, with the ability to prioritize and manage multiple tasks.
• Data-driven mindset and the ability to turn insights into practical improvements.
• A proactive approach to 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 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 appropriate contingency and crisis recovery plans are in place.
• Manage team operations and resources effectively within budget.

Education

Bachelor’s degree in Business, Commercial or Technical Sciences

Tools

Microsoft Office

Job description

KONE is seeking a Customer Service Supervisor to lead and develop our Customer Service & Administration team. You will drive performance, improve customer experience, and ensure operational excellence in line with KONE’s processes and objectives.

You will guide and coach the team, monitor KPIs, and implement new processes while maintaining a strong customer-focused culture and adherence to budget and policies.