Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices.
We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and well-being.
We seek an energetic and enthusiastic Customer Service Administrator in Dammam, Saudi Arabia. The Customer Service Administrator is the voice of the KONE service department, focusing on multiple aspects of support in the service business. The successful candidate will provide administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer facing activities in the field.
Responsibilities and key activities:
General administrative support for Sales and Maintenance Supervisors:
Service Sales support activities
Sends customer letters and supports mass updates in maintenance contracts
Maintenance contract termination: Processes maintenance contract cancellation requests, and informs Billing Administrator when invoice cancellation or credit note creation is required
Supports preparation of new maintenance contracts from NEB or competition and for renegotiations
Supports VB Sales activities (documentation, quality checks, internal handover packs, etc.)
Carries out data checks and quality audits for new contracts from the KONE Shared Service Center
Supports specific tasks from sales (eg contract creation)
Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response
Maintenance Operations support activities
General admin support, e.g. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered to KONE SSC for input
Enters fitter scheduling plans (on duty and backup assignments) in Konect, coordinating changes/updates of maintenance plans in SAP
Supports in repair and maintenance visit planning and communication with customer
Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response
Creates planned service repairs when needed
Supports technician and supervisor in material-related requests (PR creation, check availability, and follow up on delivery)
Specialized administration and support tasks:
Repair Tendering activities:
Validates repair sales leads and any missing information with the help of a Maintenance Technician or Technical Helpdesk
Liaises with the Maintenance Supervisor on the progress of sales leads, tenders, and orders
Converts the sales lead to a tender depending on the contract coverage
Pre-alerts customer of coming tender makes sure we have the decision maker’s correct contact details, communicates the tender to the decision maker, and makes sure the customer received it correctly
Proactively explains the tender content and value to the customer
Follows up with the customer to check on the customer's decision in a timely manner and to ensure we get the order
Answers customer's questions about the tender content, price level, discounts, and scheduling
Creates the work/service order and confirms the order was received and created
Receives and resolves customer queries and complaints about repairs forwarded from customer service
Manages the repair sales funnel and reviews his/her targets in the sales cockpit to make sure we reach our repair business target
3rd party inspection administration:
Analyzes inspection needs and schedules individual inspections
Analysis and follow-up: Receives and analyzes inspection reports, contacts customer for actions, hands over repair tender leads to Repair Admin, and follows up closing the remarks
Creates service/work orders and requests spare parts
Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response
Support in public tenders
Supports sales in proposal creation (public tenders)
Assists in contract and sales order creation for public bids (admin handover)
Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response
Support in customer reporting
Verifies and inputs customer data in customer portals (mainly done in KONE SSC)
Prepares working instructions for KONE SSC to be able to input relevant information to customer portals
Takes ownership of customer queries forwarded from the first level and follows up with salespersons and other services to get a response.
Are you the one?
Diploma or higher will be advantageous.
1 - 2 years of experience in a similar role with a strong focus on administration tasks.
Ability to handle and meet multiple deadlines and coordinate priorities accordingly.
Excellent organizational skills – able to perform duties with minimal supervision.
Proficient in Microsoft (Word, Excel, Outlook, Teams) with SAP and CRM experience advantageous.
Excellent English language skills both spoken and written.
Considering nationalization requirements, this position is open exclusively to Saudi nationals.
Please upload an updated copy of your CV to your application and shortlisted candidates will be sent an automated video interview to complete.
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