Customer Care Agent

1 month ago

Mascot, Australia Kone Full time

Great benefits and remuneration - Base + 12.5% superannuation
- Flexible working hours on a 7-day rotating roster, get to know your roster 1 month in advance
- Free Onsite undercover Parking
- Career Progression in joining a global organisation with a strong focus on training, safety and quality

At KONE, we bring buildings to life.

Look around and you’ll see KONE in buildings everywhere. Through our technical expertise and digital connectivity, we provide an essential service to communities around the world - keep people moving no matter what.

Why this role?

KONE Australia and New Zealand are looking for a Customer Care Agent to join our team in Mascot, Sydney. This team thrives on servicing our customers to the very best of their abilities, in a timely manner.

In this role you will be responsible for handling in-house service calls and working with our Field Service Technicians to deliver solutions for our clients. This role exists to make our customer’s lives easier.

You will be working full time on a rotating roster of 76 hours a fortnight, on a morning or afternoon shift pattern, including weekends.

What will you be doing?
- Respond to inbound calls and log data accordingly into the KONE KONECT system
- Receive and resolve queries and complaints
- Communicate resolution to customers
- Identify possible leads from customer cases coming e.g., through web and assign those to the sales organization
- Conduct transactional surveys after a callout or project (e.g., customer satisfaction survey)
- Allocate service calls to technicians accurately and efficiently
- Problem solve and maximise customer satisfaction
- Monitor technician rosters and daily schedules
- Ensure data integrity and accuracy
- Comply with all WH&S responsibilities

What are we looking for?
- Previous Call Centre experience desired but not essential
- Previous experience working in a fast-paced customer service environment. Passion for providing excellent customer service is essential.
- Leadership qualities
- Excellent communication and interpersonal skills
- Organisational skills, multitasker and an ability to effectively prioritise tasks
- Sound computer skills including proficiency with Microsoft Office suite
- Professional and confident manner to liaise directly with clients - internally and externally
- Positive, pro-active and solution focused attitude
- Previous experience in a contact centre desired but not essential

There’s so much more to KONE than you may realise.
- What we offer?_
- Above market remuneration and benefits (base + 12.5% superannuation + bonus)
- Career development and progression opportunities within a global business
- A friendly and flexible work environment that makes KONE a great place to work.
- Free parking and gym onsite

A job at KONE is the start of an experience like no other. You’ll find a bunch of passionate “lifties”, and maybe even become one yourself

This role is being sourced directly by KONE. We respectfully request no agency approaches.

KONE is an equal opportunity employer who supports inclusive, flexible, and accessible working arrangements for all. This includes persons with disabilities, culturally, religiously, and linguistically diverse people, diverse age groups, diverse sexual orientation, and gender.

We are committed to working in partnership with and support Aboriginal and Torres Strait Islander peoples and organisations by recognising and respecting the diversity of cultures, identity, heritage, languages, and social and spiritual systems practiced.
- 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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