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 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 organization and scheduling in the country, equipment history, contract information.

Responsibilities And 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 ensure 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 back reports 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 shows empathy, he's 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.

Outbound call handling

• Conduct transactional surveys after a callout or project (e.g. customer satisfaction survey)
• Support local marketing in different customer contacting initiatives such as campaigns, etc.
• Nurse core 3 VA clients (annual contacting)

Callout handling

• Accountable to manage various types of contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls and technician calls
• Callouts – from customer call to dispatch and closing the case
• Accountable to identify safety situations, and manage them by giving the adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• Accountable to support supervisors in following up open callouts and make sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.
• 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 immediately found, the agent is accountable to pass the message of the customer to the responsible person, and to ensure the responsible person will contact the customer back.

Performance measures
Within the KC3 organisation the Agent is regularly evaluated seeking to provide professional, and care service to customer :

Regular quality audit (through recorded calls analysis or on line listening) allow to evaluate agent level in processes knowledge and calls management compliance with the standard template.

Performance indicators : productivity : amount of calls handled per month, quality : mistakes (complain initiated by field or customer) per month, average talk time

Callouts
Grade of service (share of calls picked up in 20 sec, team measure)

Abandoned calls [%] (team measure)

Un-dispatched service orders [%]

Speed of answer [sec]

Adherence, Staffed time if not available

Outbound
Number of calls per day

Share of successful survey

Professional Requirements
Solid communication skills (written + spoken) required in the customer centre

previous work experience in customer service is an asset

Entry-level Requirements

• Basic IT knowledge
• Matriculation degree is a minimum requirement
• Common language (s) used in call center

KONE specific issues – always need to be trained
KC3 tools applications (Konect, telephone etc.), KONE call handling policies, all KONE call out processes, KONE remote monitoring tools and services, general KONE knowledge, KONE incident and crisis management policy Document Application

KC3 tools applications (Konect, telephone, case management, etc.)

KONE call handling policies

KONE call out processes

KONE remote monitoring tools and services

General KONE knowledge

KONE incident and crisis management policy Document Application.

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.
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