Are you ready to make your next career move to join our team as a Customer Service Team Lead ?

• Are you able to drive process changes that deliver improved customer satisfaction levels?
• Are you able to speak clearly and understandably on the telephone?
• Are you able to enter information into a computer while talking on the telephone?
• Are you able to interact with our customers and service people in a courteous, friendly yet not chatty manner?
• Are you able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals?
• Are you able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form?

If you answered a resounding YES to these questions, then we have an amazing opportunity for you!

As our KONE Customer Care Center Team Lead you will be responsible for :

• Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback.
• Service observe agents weekly to ensure call quality of agents
• Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill.
• Able to assist the agents and the branch network in ensuring that calls are accurately logged and dispatched.
• Ensures that all priority calls are quickly dispatched and escalates the call when necessary.
• Provide instructions to branch network regarding the Konect Scheduler, technician absences, troubleshoot calls. Speak with Branch Supervisors as required to dispatch callouts.
• Workdays : Thursday-Monday (2 : 30 p.m. to 11 : 00 p.m.)

What will you need to be successful?

• High school diploma or general education degree (GED)
• Two years related experience and / or training in the field of customer service or prior supervisory experience.
• Solid communication skills (written spoken) required in the customer centre previous work experience in customer service is an asset
• Basic IT knowledge

Come share your passion and energy to make a positive impact at KONE for our customers and your career!

IND123

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Last updated : 2024-06-25