Job Description

Purpose
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?

This section includes the responsibilities and key activities that the CS&A Team Lead is either accountable for, or responsible to execute.

• Lead, manages, evaluates, and develops Customer Service and Admin Organization to ensure that the organization\xe2\x80\x99s 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\xe2\x80\x99 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
• Preferably at least 2 years of customer service and admin management
• Previous work experience in customer service and administration and/or strong understanding of customer needs from a relevant industry.
• Good spoken and written English and local languages
• Basic skills with MS Office tools and applications
• People Management skills
• Leadership experience
• Solid communication skills (written + spoken)

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.

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