Customer Service Coordinator/Dispatcher

At KONE, our mission is to improve the flow of urban life. As a global leader in the lift and escalator industry, KONE provides lifts, escalators, and automatic doors, as well as solutions for maintenance and modernisation to add value to buildings throughout their life cycle.

We are looking for a Customer Service Coordinator/Dispatcher to be part of a team, as the main contact point for our customers relating to their service needs, or questions relating to a job in progress.

This is a permanent position, Monday Friday, hours 07:00 - 15:30.

The main responsibilities for this role are:

• To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer.
• To manage incoming requests by telephone as well as by email.
• Support the supervisors/Area Service Managers in following up open callouts, back reporting open jobs or specific reports on open jobsthat are available on Supervisor/ASM reports.
• To make the contact as easy as possible for the customer/engineer and provide adequate information and support.
• Record and book any jobs and dispatch engineers in a timely and efficient manner.
• To identify safety situations and manage these by giving the adequate safety instructions as described in our global safety procedures. You will show empathy, be aware about customer feelings in such situation and provides adequate safety advice to calm the passenger if needed.
• You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
• Collaborate by attending regional meetings with wide and varied attendees supporting ASM/Supervisor with data.
• Review and update daily planning schedules to maximise efficiency and profitability though GANT governance.
• Customer first mindset putting the customer at the heart of everything we do.
• Demonstrate courage when dealing with customers and engineers, making the right decision for the business, and communicating in an open and honest manner.
• Adhoc administrative tasks.

Skills and experience required:

• Must have Contact Centre experience.
• Previous work experience in customer service is essential.
• Call Out / Dispatch experience is a bonus.
• Salesforce experience would be beneficial.
• Regional Geographical experience/understanding(London/Scotland/Wales) beneficial.
• Excellent telephone manner.
• Good problem-solving skills.
• Good Word,Excel, and Outlook.
• Collaborative team player.
• Good written and spoken English.

Full Training will be provided.

Benefits: Competitive Salary, 25 Days Holiday, Employee Assistance Programme, Company Pension, PDI, Life Assurance, Cycle to Work Scheme, Kone Discounts, Bonus. (Hybrid working once on-boarding & training completed).

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