Customer Care Champion - Call Handler (FTC 12 months)

Overview

Handle inbound calls, create work orders, and support customers with elevator issues.

Key Responsibilities

• email management
• call handling
• query routing
• otisline inbox
• work orders
• kpi monitoring

Tasks

-Handle your work efficiently whilst managing emails, and complete the correct action required. -Maximise the time you are available to receive customer calls throughout your working hours. -Quickly forward general queries to the appropriate team or person. -On occasion, Call Handlers may be asked to support other CCC teams, such as the Emergency Alarm desk. -Manage Otisline Inbox in line with the how-to guides available on the desk. -Maintain a high standard of quality when interacting with our customers, both internal and external. -Follow call scripts -Ensure availability and manage unavailability time (re. unavailability codes & policies) -Create 'work orders' that capture the necessary information for the dispatchers to organise an appropriate technician visit. -Handle your work efficiently as per the OtisLine KPI’s.

Requirements

• it systems
• resilience
• customer focus
• communication
• high volume
• assessment score

What You Bring

-Achieve a minimum call assessment score (> 85% with no compulsory fails) -Comfortable managing a large number of customer interactions under time-sensitive conditions -Affinity using multiple IT systems -Living Otis behaviours and Otis Absolutes (Re.. Executing at Otis and Otis Absolutes) -Resilience in handling stressful situations with ease and professionalism -Customer-centric mindset and empathy for people -Excellent language, listening and communication skills

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Benefits

-You will receive an employment contract with the world market leader in a crisis-proof industry. -We will train you intensively in the areas of technology, processes & soft skills, and you can exchange ideas with experienced colleagues at any time. -We offer you remuneration in accordance with local standards

About Otis Elevator Co.

-Pioneered the first passenger elevator, revolutionizing urban transportation. -Serves a wide range of sectors, including residential, commercial, and infrastructure projects. -Their work can be seen in iconic structures like the Burj Khalifa. -Focuses on safety, efficiency, and sustainability in urban spaces. -Advanced smart elevator systems enhance user experience and energy efficiency.

Sector Specialisms