KONE jobs - Junior Customer Care Agent

The KC3 agent is the main entry point for customer requests related to unplanned maintenance services, 24 hours / 7 days.

He/ She is responsible of all activities between logging the customer requests, find an available technician, dispatching the call, to call acceptance from the maintenance technician.

He/ She is also trained to identify and manage all critical safety situations, preventing fatalities.

The KC3 agent is using dedicated KONE application software that give him a perfect up to date information about job status, equipment, contracts, technician organisation and scheduling in the country, equipment history, contract information.

You will be part of our Captive India Shared Service Centre & you will work from Chennai

Key Activities

• Accountable to welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide adequate answer. Incoming requests comes from telephone, fax, e-mail, eOptimumTM or KRMS
• Accountable to insure call dispatching until it is accepted by a technician. Dispatching methods could be phone, SMS, KFM or paging. This includes specific tasks like management of callouts on hold, unreachables.
• Accountable to support the Supervisors in maintaining the Fitter scheduling
• Accountable to support the supervisors in following up open callouts and make sure that technicians backreports open jobs. Specific reports on open jobs are available on Supervisor reports
• Accountable to make the contact as easy as possible for the customer and provide adequate information.
• Accountable to identify safety situations, and manage them by giving the adequate safety instructions as described in the global safety procedures. He / She shows empathy, aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• Accountable to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
• Accountable to gather sales lead notification and forward to relevant department
• Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not found, the agent is accountable to pass him the message of the customer, and to ensure he will contact the customer back.
  
  

We Expect You Have

• Solid communication skills (written + spoken) in English & Hindi required in the customer centre
• Previous work experience in customer service (inbound & Outbond calls) is an asset
• Awareness and communication skills in other Indian Language is also an asset
• Graduation / Diploma is mandatory
• Willingness to work in Shifts if required
  
  

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.