Kone is a global leader in the lift and escalator industry, we are a trusted partner throughout both the building and equipment lifecycle, we support customers every step of the way from design, manufacturing and installation to maintenance and modernisation.
A Customer Service Coordinator is the central point of contact for KONE, Great Britain and Ireland. Providing a premium customer experience by collaborating across the business with key stakeholders.
This is a fantastic opportunity for a customer focused, motivated individual who wants to add value and make a difference for both our customers and our business.
In a typical day you will be providing information related to maintenance operations, sales support, public tender preparation, third party inspections, reporting updates, in addition to managing complaints and compliments.
Monday-Friday 08:30 – 17:00
Includes working a minimum of one bank holiday per year.

SKILLS AND EXPERIENCE:

• One year’s contact centre experience, able to multitask, navigating multiple systems whilst simultaneously supporting customers on the telephone.
• Exceptional communication skills, a great phone manner with the ability to build rapport, demonstrate empathy and genuine passion for helping people.
• Confident in speaking to people at all levels, with strong listening and questioning skills. Run and manage meetings when required.
• Talented problem solvers who think outside the box, aren’t afraid to challenge the status quo and want to make a difference.
• Someone who enjoys working and collaborating with others to deliver a premium service, is proactive and has a positive, can-do attitude with the ability to have challenging conversations and overcome objections whilst being risk aware.

• Handle incoming customer queries and complaints by phone and email, according to KONE processes, within agreed performance measures.
• Accurately capturing data and entering it into the relevant systems.
• Register and updating all queries/complaints/customer information in CRM.
• Liaise with colleagues to resolve customers queries and complaints in a timely manner, escalating when required.
• Providing a premium service that resolves issues first time.
• Analysing information/data and being able to articulate this to our customers.