Customer Service Agent (Turkish & Arabic Speaker)

Customer Service Agent, Inbound is the voice of KONE and takes care of our customers by receiving and managing customer queries, complaints, and master data changes, owning the cases from receipt to resolution, and confirming back to the customer. Customer Service Agents can assign complicated cases to relevant stakeholders, and follow up on the case from start to end to meet the agreed Grade of Service for First-time resolution.

Customer Service Agent, Outbound is the voice of KONE and takes care of our customers by contacting them to keep customers aware of us. He/She performs outbound calls including the conduction of a transactional survey after a callout or installation project, nursing calls, and campaigns.

Responsibilities and key activities:

Inbound Agent:

• Respond to customer calls and queries across multiple channels within service level agreements (SLAs).
• Resolve customer inquiries efficiently and escalate complex issues as needed.
• Log and classify complaints, ensuring timely assignment and resolution.
• Maintain and update customer contact and equipment master data.
• Create and document cases for every customer interaction, ensuring accuracy and completeness.
• Take ownership of first-line queries and ensure prompt resolution.
• Identify potential sales leads and forward them to the sales team.
• Manage inbound claims by logging complaints in CRM, coordinating with quality managers, and following up on resolution and customer satisfaction.

Outbound Agent:

• Conduct transactional surveys (e.g., Net Promoter Score and customer satisfaction surveys).
• Engage with customers to identify sales opportunities and support lead generation.
• Maintain and nurture Core 3 VA clients through regular communication.
• Handle inbound customer queries when needed.
• Ensure customer data is accurate and up to date.
• Support local marketing efforts by participating in customer outreach campaigns.
• Conduct welcome calls for new customers to enhance their onboarding experience.

Callout Agent (Support Function):

• Respond to emergency service calls (e.g., elevator entrapments and urgent maintenance requests).
• Gather information and dispatch technicians with complete service details.
• Monitor and respond to alerts from 24/7 connected services, ensuring prompt action.
• Contact technicians to confirm their safety in response to safety alerts.
• Keep customers informed about service progress and resolution timelines.
• Communicate directly with passengers trapped in elevators, providing clear guidance and reassurance.
• Prioritize safety, demonstrating empathy and professionalism in high-stress situations.
• Gives entrapments his/her full attention, shows empathy, and stays with the customer.

Are you the one?

• Excellent communication skills in English, Arabic, and Turkish.
• Previous experience in customer service is an asset.
• Good IT knowledge (familiarity with Microsoft Office tools).
• Minimum of a high school diploma or equivalent degree.
• Experience with Customer Service Center communication methods is an asset.

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

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