Service Support Administration Full-time Job

General Team leader responsibilities:

People management e.g. setting targets, conducting PDP’s and IDP’s for team members

Facilitates information sharing and creates collaborative working environment

Drives competence development in the team

Drives behavior to represent KONE as one team towards the customer

Monitors and leads the performance and KPI/SLA adherence of the team

Uses Customer Service data to bring forward ideas to improve customer experience

Keeps an eye on short- and long-term development

Analyze, organize and optimize Teams operations

Ensure teams compliance with company policies

Manage the team’s operation within budget

Ensure processes are followed according to defined global processes.

Understand and be updated on teams’ systems

Ensure emergency/contingency/crisis* recovery plans are in place and to conduct periodic drills

Implement and ensure proper working of new tools/processes/system

Meet KPI targets (e.g. queries solved in 24hrs, backlogs managed etc.)

Manage Customer Service Admins

Ensure hiring of competent resources

Ensure new agents and admins are properly trained before processing customers’ calls

Ensure continuous upgrade skill level.

Create a friendly and desirable working environment to minimize turnover rate

Customer Management

Ensure customers’ complaints of the call center are promptly replied to and followed up

At KONE, our mission is to improve the flow of urban life. This means understanding urbanization and, together with our partners and customers, helping cities to become better and more sustainable places to live.
As a global leader in the elevator and escalator industry, KONE provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle. Through more effective People Flow®, we make people's journeys safe, convenient and reliable, in taller, smarter buildings.
Headquartered in Helsinki, Finland, we operate in more than 60 countries around the world, employ over 60,000 people and serve 550,000 customers. In 2022, KONE had annual sales of EUR 10.9 billion. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.