Service Support Administration - Team Leader

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

Are you the one?

• Bachelors degree is required

• 7+ years of relevant administrative experience

• Excellent English language skills, both spoken and written

• SAP Experience is mandatory

• Experience in people management is a plus

• Strong knowledge of MS Office applications (Word, Excel...etc.)

Successful candidates will be invited to complete an automated video interview. Please make sure to check your e-mail regularly to be able to submit that within the required time frame

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.

Read more on www.kone.com/careers