As a global innovation leader in the elevator and escalator industry, we employ over 60,000 driven professionals in over 60 countries worldwide, joined together by a shared vision. We’ve been taking people to new heights for over 110 years. Our technical expertise and digital connectivity are transforming the customer experience and improving the flow of urban life.

The purpose of this role is to perform back-office tasks, which help the salesperson to spend more time with customers. This role supports sales in making tenders and orders, creating the order/contract/equipment in SAP, and maintaining the customer data in CRM and SAP.

General Team leader responsibilities:

People management, e.g., setting targets, conducting PDPs and IDPs for team members

Facilitates information sharing and creates a collaborative working environment

Drives competence development in the team

Drives behavior to represent KONE as one team towards the customer

Monitors and leads the performance and KPI/SLA adherence of the team

Uses Customer Service data to bring forward ideas to improve customer experience

Keeps an eye on short- and long-term development

Analyze, organize, and optimize Teams operations 

Ensure teams' compliance with company policies 

Manage the team’s operation within budget 

Ensure processes are followed according to defined global processes. 

Understand and be updated on teams’ systems 

Ensure emergency/contingency/crisis* recovery plans are in place, and conduct periodic drills 

Implement and ensure proper working of new tools/processes/systems 

Meet KPI targets (e.g., queries solved in 24 hours, backlogs managed, etc.)

Manage Customer Service Admins

Ensure the hiring of competent resources

Ensure new agents and admins are properly trained before processing customers’ calls 

Ensure continuous upgrade of skill level. 

Create a friendly and desirable working environment to minimize the turnover rate 

Customer Management 

Ensure customers’ complaints to the call center are promptly replied to and followed up on. 

Are you the one?

Bachelor’s degree (mandatory)

Minimum 7 years of relevant administrative experience

Strong command of English (spoken and written)

SAP experience (mandatory)

People management experience is a plus

Proficiency in MS Office applications (Word, Excel, etc.)

Shortlisted candidates will be invited to complete an automated video interview. Please ensure you check your email regularly and submit your responses within the required timeframe.

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