Address Purpose
The Customer Service Manager manages a small team and is responsible for internal administrative support to Kone sales and operational teams.
Key Responsibilities:
- Analyse, organise and optimise Customer Service operations.
- Ensure Customer Service compliance with company policies.
- Manage the Customer Service operation within budget.
- Ensure processes (callout process, safety procedures etc.) are followed according to defined global processes.
- Understand and be updated on Customer Service systems (e.g., KFM, KRM, KONECT, customer notification, phone settings, etc.)
- Implement and ensure proper working of new tools/processes/system.
- Set and meet KPI targets.
- Manage Customer Service team leads and agents.
- Monitor and provide guidance to Customer Service team leaders.
- Ensure hiring of competent resources for Customer Service.
- Ensure new agents are properly trained before processing customers’ calls.
- Ensure continuous upgrade of agents’ skill level.
- Manage monthly customer reporting.
- Oversee team in the ordering or parts, tools, equipment’s needed by engineers.
- Create a friendly and desirable working environment to minimize turnover rate.
Manage Customer Care Team Leads and Agents. (8 direct reports).
- Monitor and provide guidance to team.
- Ensure hiring of competent resources for Customer Care Centre.
- Ensure new agents are trained before processing customers’ calls.
- Ensure continuous upgrade of agents’ skill level.
- Create a friendly and desirable working environment.
Customer Management
- Ensure customers’ complaints of the call centre are promptly replied to and followed up.
Key skills:
- Proven leadership and management skills is essential.
- Previous work experience in Customer Service and contact centre.
- Effective communication skills (written + spoken English).
- Sigma experience is beneficial.
- Salesforce & SAP knowledge is beneficial.
- Good IT skills. (Microsoft packages).
- Adaptability and strong problem-solving skills.
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
www.kone.com/careers
