Customer Service Agent

Why this role?
Customer Service Agent, Callout is the voice of KONE and takes care of our customers by managing critical safety situations. He/She is the main entry point for external customer requests related to unplanned maintenance services, 24 hours / 7 days.

• Working location: KONE Public Company Limited - 555 Rasa Tower B,26th Floor, Phaholyothin Road, Chatuchak, Bangkok 10900 Thailand
• Working time: 40 hours/week (sometimes includes Saturday and Sunday); work in shifts (includes night shift)

What will you be doing?

• A Customer Service Agent is responsible for the callout management, from logging the customer request, finding and dispatching an available technician, to closing the case. Customer Service Agent is also trained to identify and manage all critical safety situations, preventing fatalities.
• Customer Service Agent, Inbound is the voice of KONE and takes care of our customers by receiving and managing customer queries, complaints and master data changes, owning the cases from receipt to resolution and confirming back to the customer. Customer Service Agent can assign complicated cases to relevant stakeholders, yet the Customer Service Agent is responsible for following up on the case from start to end to meet the agreed Grade of Service for first-time resolution.

Callout agent

• Answers customer calls and contacts through other channels within the target SLA
• Creates callouts (entrapment calls, unplanned service), gathers information and dispatches a technician with all needed details
• Receives Immediate Service Needs from 24/7 connected services, creates the callout and
• dispatches Maintenance Technicians
• Receives safety alerts and contacts the technician by phone to check he/she is ok.
• Keeps the customer informed on progress
• Calls back to KRMS and talks with the passenger in the elevator
• Keeps the passenger(s) safe in Safety hazard situations with clear and useful instructions
• Gives entrapments his/her full attention, shows empathy and stays with the customer all the way

Inbound agent

• Answers customer calls and contacts through other channels within the target SLA
• Receives and resolves customer queries
• Receives, logs, and assigns complaints
• Proactively updates customer contact data and follows the process to update the rest of the customer/equipment master data
• Creates cases for each new query and takes care to classify and document the case fully
• Takes ownership of the queries that can be handled in the first line
• Identifies possible leads and assigns those to the sales organization
• Transfer cases to the second line if needed. Assigns complex queries from the customer to the Customer

Outbound agent

• Conducts transactional surveys after a callout or project via phone (e.g., NPI and customer satisfaction surveys)
• Nurses Core 3 VA clients via phone (annual contact)
• Is able to treat any customer query like an Inbound Agent would do
• Takes special care to keep customer data up to date
• Supports local marketing in different customer contact initiatives, such as campaigns, etc.
• Conducts welcome calls for new customers

Are you the ones?

• Bachelor's degree in English, Business, or related disciplines.
• At least 1 year of working experience in a call center.
• Willing to work on shift (when required) and able to speak Thai and English.
• Good at Ms. Excel and able to perform administrative tasks.

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 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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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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