Customer Service Team Lead — Data-Driven Coach & Ops Leader

KONE

Marmara Bölgesi

On-site

TRY 450,000 - 650,000

Full time

14 days+

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Job summary

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

You will oversee coaching, KPI monitoring, and a collaborative culture, while ensuring policy compliance and data-driven improvements. Strong leadership and English communication are essential for success.

Qualifications

Bachelor's degree in Business, Commercial or Technical Sciences.
2+ years of people leadership experience.
Experience in customer service, administration, operations, or related environment.
Strong communication 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.