Customer Service Supervisor - Lead & Optimize Team

KONE

Fatih

On-site

TRY 250,000 - 380,000

Full time

2 days ago

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Job summary

KONE in Turkey is seeking a Customer Service Supervisor to lead and develop one of our Customer Service & Administration teams. You will ensure the customer service strategy is implemented, lead people, drive performance, and maintain operational excellence in line with KONE’s policies.

The role emphasizes coaching, KPI management, and process improvements to enhance customer experience. You will manage budget, resources, and contingency plans while fostering an inclusive, customer-focused

Qualifications

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.

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 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.