Customer Care Agent

We are looking for an energetic and enthusiastic Customer Care Agent to join our team in the Jeddah office. This role serves as the main point of contact for external customers and specializes in callouts, inbound customer queries, and outbound customer calls. In addition, the agent plays a vital role in supporting 24 / 7 operations and assisting the local team with key business applications and reporting.

Callout handling

Accountable to manage various types of contacts : alarm calls, test calls, customer calls including callouts & case registrations, outbound calls and technician calls.

Callouts - from customer call to dispatch and closing the case.

Accountable to identify safety situations and manage them by giving the adequate safety instructions as described in the global safety procedures. Customer Care Agent shows empathy, is aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.

Accountable to support supervisors in following up open callouts and make sure that technicians back-report open jobs. Specific reports on open jobs are available on Supervisor reports.

Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not immediately found, the agent is accountable to pass the message of the customer to the responsible person, and to ensure the responsible person will contact the customer back.

Inbound

Receive and resolve queries and complaints.

Follow up internally if necessary.

Communicate resolution to customer.

Identify possible leads from customer cases coming e.g. through web and assign those to the sales organization.

Outbound call handling

Conduct transactional surveys after a callout or project (e.g. customer satisfaction survey).

Support local marketing in different customer contacting initiatives such as campaigns, etc.

Nurse core 3 VA clients (annual contacting).

24/7 Service Monitoring & Operational Support

Monitor and manage 24 / 7 customer service operations, ensuring availability and responsiveness across all shifts.

Support the operations team with :

Report preparation and data tracking.

KFM (KONE Field Mobility) application.

Intune installation and access support.

Other relevant KONE digital tools and applications as needed.

Qualified candidates will have:

• Bachelor or Diploma Degree holder.
• Minimum two years of customer service experience.
• Excellent communication, customer management, and IT skills.
• Stress tolerant and detailed focus.
• Highly motivated, goal-oriented, diligent, organized self-starter with an orientation towards a high level of customer service.
• Fluency in English and Arabic is a must.

Great dynamic team promoting a collaborative environment.

The role includes:

• Comprehensive learning and development programs covering a wide range of professional skills.
• Engaging job with position description and clear targets.
• Regular feedback through performance discussions.
• Opportunities for individual development.
• Mentoring and coaching programs.
• Flexibility, trust and respect.
• Value-based culture, behaviors and ethics.
• Sustainability and innovation.
• Working for a successful organization.