Customer Service 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 for all activities from logging customer requests, finding an available technician, dispatching the call, to call acceptance by the maintenance technician.

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

The KC3 agent uses dedicated KONE application software that provides up-to-date information about job status, equipment, contracts, technician organization, scheduling, equipment history, and contract details.

Responsibilities and key activities

• Welcome customers and users, identify and classify requests according to KONE processes, and provide appropriate responses. Requests come via telephone, fax, e-mail, eOptimumTM, or KRMS.
• Ensure call dispatching until accepted by a technician, using methods such as phone, SMS, KFM, or paging. Manage callouts on hold and unreachable contacts.
• Support supervisors in maintaining the fitter scheduling and following up on open callouts to ensure technicians report back on open jobs. Reports are available on Supervisor reports.
• Make customer contact as easy as possible and provide adequate information.
• Identify and manage safety situations by providing safety instructions as per global safety procedures. Show empathy and provide safety advice to calm customers.
• Follow KONE processes with responsiveness, responsibility, and promptness.
• Gather sales lead notifications and forward them to relevant departments.
• Immediately connect customers to the appropriate KONE contact for requests outside unplanned maintenance. If the responsible person isn't immediately available, pass on the message and ensure they will contact the customer back.

Outbound call handling

• Conduct customer satisfaction surveys after callouts or projects.
• Support local marketing initiatives such as campaigns.
• Maintain contact with core VA clients annually.

Callout handling

• Manage various contacts including alarm calls, test calls, customer calls, callouts, case registrations, outbound calls, and technician calls.
• Handle callouts from customer to dispatch and case closure.
• Identify and manage safety situations with appropriate instructions, showing empathy and calming customers.
• Support supervisors in following up on open callouts and ensuring technician reports on jobs.
• Connect customers to the right KONE contact or pass messages if unavailable.

Performance measures

The agent is regularly evaluated based on process knowledge, call management, and compliance with standards through quality audits and performance indicators such as call handling volume, mistake rate, average talk time, share of calls answered within 20 seconds, abandoned calls percentage, un-dispatched service orders percentage, speed of answer, and staff adherence.

Outbound metrics include the number of calls per day and survey success rate.

Professional requirements

• Excellent communication skills (written and spoken).
• Previous customer service experience is an asset.
• Basic IT knowledge.
• Matriculation degree required.
• Proficiency in the common languages used in the call center.

KONE specific training requirements

• Training on KC3 tools (Konect, telephone, case management, etc.), call handling policies, call out processes, remote monitoring tools, general KONE knowledge, incident and crisis management policies.

At KONE, we foster an innovative and collaborative culture, valuing each individual's contribution. We focus on employee engagement, sustainability, ethical practices, and mutual respect. We offer opportunities to help you achieve your career and personal goals and live a balanced life.

Did you know KONE moves two billion people daily? As a global leader in elevators and escalators, with over 60,000 professionals across more than 60 countries, we aim to shape the future of cities. In 2023, our annual net sales reached EUR 11.0 billion.