Customer Service and Admin Team Leader

As a global innovation leader in the elevator and escalator industry, we employ over 60,000 driven professionals in over 60 countries worldwide, joined together by a shared vision. We’ve 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.

It's time to make a move. Join our flow.

The purpose of this role is to perform back-office 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 long-term development
  
  

Analyze, organize, and optimize Teams operations

• Ensure teams' compliance with company policies
• Manage the team’s operation within budget
• Ensure processes are followed according to defined global processes.
• Understand and be updated on teams’ systems
• Ensure emergency/contingency/crisis* recovery plans are in place, and conduct periodic drills
• Implement and ensure proper working of new tools/processes/systems
• Meet KPI targets (e.g., queries solved in 24 hours, backlogs managed, etc.)
  
  

Manage Customer Service Admins

• 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

• Ensure customers’ complaints to the call center are promptly replied to and followed up on.
  
  

Are you the one?

• Bachelor’s 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 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