Customer Service and Admin Team Leader

As a global innovation leader in the elevator and escalator industry we employ over 60000 driven professionals in over 60 countries worldwide joined together by a shared vision. Weve been taking people to new heights for over 110 years. Our technical expertise and digital connectivity are transforming the customer experience and improving the flow of urban life.

Its time to make a move. Join our flow.

The purpose of this role is to perform backoffice tasks which help the salesperson to spend more time with customers. This role supports sales in making tenders and orders creating the order/contract/equipment in SAP and maintaining the customer data in CRM and SAP.

What will you do

General Team leader responsibilities:

• People management e.g. setting targets conducting PDPs and IDPs for team members
• Facilitates information sharing and creates a collaborative working environment
• Drives competence development in the team
• Drives behavior to represent KONE as one team towards the customer
• Monitors and leads the performance and KPI/SLA adherence of the team
• Uses Customer Service data to bring forward ideas to improve customer experience
• Keeps an eye on short and longterm development

Analyze organize and optimizeTeamsoperations

• Ensureteamscompliance with company policies
• Managetheteamsoperation within budget
• Ensure processes are followed according to defined global processes.
• Understand and be updated onteamssystems
• Ensure emergency/contingency/crisis* recovery plans are in place and conduct periodic drills
• Implementand ensure proper working of new tools/processes/systems
• MeetKPI targets(e.g. queries solved in 24 hours backlogs managed etc.)

ManageCustomerServiceAdmins

• Ensure the hiring of competent resources
• Ensure new agents and admins are properly trained before processing customers calls
• Ensure continuous upgrade of skill level.
• Create a friendly and desirable working environment to minimize the turnover rate

Customer Management

• Ensurecustomerscomplaintsto the callcenterare promptly repliedtoand followed up on.

Are you the one

• Bachelors degree (mandatory)
• Minimum 7 years of relevant administrative experience
• Strong command of English (spoken and written)
• SAP experience (mandatory)
• People management experience is a plus
• Proficiency in MS Office applications (Word Excel etc.)

Shortlisted candidates will be invited to complete an automated video interview. Please ensure you check your email regularly and submit your responses within the required timeframe.

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 coworkers 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.

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