The Customer Service and Admin (CS&A) Team Lead is responsible for the Customer Service and Admin Organization in the Frontline comprising of the Customer Service (callouts, inbound queries and outbound surveys and core 3 nurturing), Customer Service Admin and Workplace teams.
CS&A Team Lead actively drives customer centricity in the entire organization, develops the CS&A team and ensures operational excellence in the CS&A teams.
What will you be doing?
Lead, manages, evaluates, and develops Customer Service and Admin Organization to ensure that the organization’s customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgets
Assures that daily work performed follows generally stated objectives as well as cost-effectiveness and competitiveness and is completed with quality, on time and within budget.
Manages general communication and collaboration with FL representatives (e.g. Maintenance Operations Excellence Manager, Offering and Sales Development Managers) and with Shared Service Centers (SSC)
Distributes tasks and levels the daily workload, if needed
Manages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answer
Coaches and drives competence development in the team and makes sure there is a career path for all team members
Drives behavior to represent KONE as one team towards the customer
Uses Customer Service data to bring forward ideas to improve customer experience
Balances between operational and long-term developments
Manages FL CS&A operations
Responsible for managing the customer service and administration activities within budget
Ensure processes are followed according to defined global processes
Responsible to implement and ensure proper working of new tools / processes / systems
Responsible to meet KPI targets
Create a friendly and desirable working environment to minimize turnover rate
Responsible to ensure that customers’ and internal queries and complaints are promptly replied and followed up
Are you the one?
University degree in commercial or technical sciences or similar through experience
Good spoken and written English and local languages
Basic skills with MS Office tools and applications
Preferably at least 2 years of experience on leadership
People Management skills
Leadership experience
Solid communication skills (written + spoken)
Previous work experience in customer service and administration and/or strong understanding of customer needs from a relevant industry
What do we offer?
Career progression opportunities within a global organisation
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
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