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Customer Care Agent
Kone
Handle inbound/outbound calls, callouts, and 24/7 support for KONE customers
8d ago
Junior (1-3 years)
Full Time
Jiddah, Makkah, Saudi Arabia
Office Full-Time
Company Size
68,000 Employees
Service Specialisms
Elevators
Escalators
Autowalks
Automatic building doors
Maintenance
Modernization
People flow planning
Digital access control
Sector Specialisms
Residential
Commercial
Industrial
Buildings
Government
Role
What you would be doing
intune support
call management
report preparation
service monitoring
safety management
lead identification
- Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not immediately found, the agent is accountable to pass the message of the customer to the responsible person, and to ensure the responsible person will contact the customer back.
- Communicate resolution to customer.
- Engaging job with position description and clear targets.
- Regular feedback through performance discussions.
- Report preparation and data tracking.
- Support local marketing in different customer contacting initiatives such as campaigns, etc.
- Receive and resolve queries and complaints.
- Accountable to manage various types of contacts: alarm calls, test calls, customer calls including callouts & case registrations, outbound calls and technician calls.
- Accountable to identify safety situations and manage them by giving the adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
- Identify possible leads from customer cases coming e.g. through web and assign those to the sales organization.
- Callouts – from customer call to dispatch and closing the case.
- Conduct transactional surveys after a callout or project (e.g. customer satisfaction survey).
- Nurse core 3 VA clients (annual contacting).
- Intune installation and access support.
- Monitor and manage 24/7 customer service operations, ensuring availability and responsiveness across all shifts.
- Accountable to support supervisors in following up open callouts and make sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.
What you bring
it skills
customer service
english
arabic
bachelor
kfm
- Excellent communication, customer management, and IT skills.
- Minimum two years of customer service experience.
- Fluency in English and Arabic is a must.
- Bachelor or Diploma Degree holder.
- KFM (KONE Field Mobility) application.
- Other relevant KONE digital tools and applications as needed.
- Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.
- Stress tolerant and detailed focus.
- Total reward elements that engage and motivate our employees and help us make KONE a great place to work.
- Comprehensive learning and development programs covering a wide range of professional skills.
- Great dynamic team promoting a collaborative environment.
- Opportunities for individual development.
- Mentoring and coaching programs.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
Founded in 1910
Years of Innovation
The company has a century-long history of pioneering advancements in the lift and escalator industry.
60+ Countries
Global Presence
Operates internationally, combining local expertise with large-scale capabilities in over 60 countries.
- Specializes in the design, manufacturing, installation, and maintenance of elevators and escalators.
- Focuses on making the flow of people in and between buildings smoother, more efficient, and sustainable.
- Known for its innovative solutions like the KONE UltraRope and KONE Destination Control System.
- A key player in both new construction and modernization projects, ensuring safety, energy efficiency, and reliability.
- Typically involved in landmark projects like airports, office towers, shopping centers, and residential complexes.
- Committed to technological advancements, including smart building solutions and predictive maintenance.
- Customer First: We create value for customers by understanding their needs and exceeding their expectations.
- Caring: We care about the safety and wellbeing of our people and the environment.
- Sustainability: We are committed to improving the efficiency and sustainability of urban life.
- Teamwork: We succeed together by sharing knowledge and working as one.
- Achievement: We strive for excellence and take pride in delivering outstanding results.
Net Zero by 2035
Carbon Emissions Target
Committed to achieving net-zero carbon emissions by the year 2035, demonstrating a strong focus on climate action.
56% CO2 Reduction
Emissions Decrease
Achieved a 56% reduction in CO2 emissions per unit of added value compared to 2018 levels by 2020, showcasing significant progress in emissions management.
30% Energy Savings
Product Efficiency
Focus on energy efficiency in product design, aiming for new products to achieve an average of 30% energy savings, promoting sustainable consumption.
80% Recyclable
Material Use
Ensures that 80% of materials used in new products are recyclable, supporting circular economy principles and reducing waste.
- Sustainability integrated into product design and lifecycle management.
50% Women
Senior Management 2023
Reflects gender diversity in senior leadership roles.
40% Target
Leadership by 2030
Aims to increase women in leadership positions by a specific future date.
- Launched a global employee training program focusing on unconscious bias and inclusive leadership.
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