Customer Service Agent

24 hours ago

Petaling Jaya, Malaysia Kone Full time

**Why this role?**

As a **Customer Service Agent**at KONE, you will be the voice of the company, playing a vital role in ensuring customer safety, satisfaction, and trust. You will manage unplanned maintenance requests, handle customer inquiries and complaints, and help keep customers informed and supported.

**What will you be doing?**
- **Callout Agent Responsibilities**:

- Manage critical safety situations, dispatch technicians, and keep customers informed throughout the process.
- Log emergency maintenance requests and provide clear instructions to ensure passenger safety.
- Show empathy and support during entrapments, staying with the customer throughout the call.
- **Inbound Agent Responsibilities**:

- Respond to customer inquiries, complaints, and data update requests.
- Take ownership of cases from receipt to resolution, ensuring first-contact resolution whenever possible.
- Proactively update customer data and assign complex cases to relevant departments as needed.
- **Outbound Agent Responsibilities**:

- Conduct follow-up calls, customer satisfaction surveys, and support marketing campaigns.
- Make outbound sales and service calls to engage prospects or existing customers, introducing relevant services or contract upgrades.
- Maintain accurate and up-to-date customer records and engagement logs.
- Make welcome calls to new customers, strengthening customer relationships and exploring potential service needs.

**Are you the one?**
- Customer focus comes naturally to you, and you adapt well to different situations.
- Staying calm under pressure—especially during emergencies—is one of your strengths.
- A keen eye for detail and a commitment to following established guidelines define your work style.
- Strong verbal and written communication skills in the local language are essential for success in this role.
- Previous experience in customer service is highly valued.

**What do we offer?**
- Career progression and opportunities within a global organization.
- 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.
- You are surrounded by fun colleagues and a lively working environment. The best part is that all leaders are great and open-minded.
- 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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