Customer Service Agent (Turkish & Arabic Speaker) page is loaded
Customer Service Agent (Turkish & Arabic Speaker)
locationsSharjah time typeFull time posted on8 dagen geleden geplaatst job requisition idR0645768 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 Agents can assign complicated cases to relevant stakeholders, and follow up on the case from start to end to meet the agreed Grade of Service for First-time resolution.
Customer Service Agent, Outbound is the voice of KONE and takes care of our customers by contacting them to keep customers aware of us. He/She performs outbound calls including the conduction of a transactional survey after a callout or installation project, nursing calls, and campaigns.
Responsibilities and key activities:
Inbound Agent:
Respond to customer calls and queries across multiple channels within service level agreements (SLAs).
Resolve customer inquiries efficiently and escalate complex issues as needed.
Log and classify complaints, ensuring timely assignment and resolution.
Maintain and update customer contact and equipment master data.
Create and document cases for every customer interaction, ensuring accuracy and completeness.
Take ownership of first-line queries and ensure prompt resolution.
Identify potential sales leads and forward them to the sales team.
Manage inbound claims by logging complaints in CRM, coordinating with quality managers, and following up on resolution and customer satisfaction.
Outbound Agent:
Conduct transactional surveys (e.g., Net Promoter Score and customer satisfaction surveys).
Engage with customers to identify sales opportunities and support lead generation.
Maintain and nurture Core 3 VA clients through regular communication.
Handle inbound customer queries when needed.
Ensure customer data is accurate and up to date.
Support local marketing efforts by participating in customer outreach campaigns.
Conduct welcome calls for new customers to enhance their onboarding experience.
Callout Agent (Support Function):
Respond to emergency service calls (e.g., elevator entrapments and urgent maintenance requests).
Gather information and dispatch technicians with complete service details.
Monitor and respond to alerts from 24/7 connected services, ensuring prompt action.
Contact technicians to confirm their safety in response to safety alerts.
Keep customers informed about service progress and resolution timelines.
Communicate directly with passengers trapped in elevators, providing clear guidance and reassurance.
Prioritize safety, demonstrating empathy and professionalism in high-stress situations.
Gives entrapments his/her full attention, shows empathy, and stays with the customer.*
Excellent communication skills in English, Arabic, and Turkish.
Previous experience in customer service is an asset.
Good IT knowledge (familiarity with Microsoft Office tools).
Minimum of a high school diploma or equivalent degree.
Experience with Customer Service Center communication methods is an asset.
Bij KONE geloven we dat onze medewerkers de sleutel zijn tot succes. We zijn trots op de arbeidsvoorwaarden die wij bieden, deze dragen bij aan de betrokkenheid en motivatie van onze medewerkers. We hebben een open en informele cultuur waar medewerkers met respect voor elkaar samenwerken met als streven de beste resultaten te behalen. Dit helpt ons om van KONE een ‘great place to work’ te maken. We ondersteunen persoonlijke groei en bieden diverse kansen aan om je carrière binnen KONE verder te ontwikkelen.
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