Founded in 1910, our mission is to improve the flow of urban life and make our world's cities better places to live. We are a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Through our innovative solutions, we strive to make people's journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability leader with repeated recognitions by Forbes, Corporate Knights for clean capitalism and others._
- We pride ourselves on our family-centric culture and guiding principles that serve as the foundation of who we are and how we do business. In addition to our passion for safety and innovation, our culture is strengthened by our values of care, customer, collaboration and courage which connects us closer to the customers and communities we serve and makes us a great place to work. In addition to providing competitive salaries, learning & developmental opportunities and an environment built on teamwork, flexibility and respect - we also offer world-class benefits such as a matching 401K, pension plan, comprehensive health care and wellness plans for your entire family, as well as paid holidays and paid time off._
Are you ready to make your next career move to join our team as a trilingual KC3 Agent?
If you answered a resounding YES to these questions, then we have an amazing opportunity for you!
The KC3 Agent is KONE customers' first point of contact for service related needs involving their elevators, escalators and moving walkways, 24x7x365. Customers are located in the United States and in Canada and therefore the interactions are always conducted in English. The KC3 agent is also trained in handling emergency situations such as entrapments, hazardous situations and injuries involving KONE equipment. He/she is responsible of all activities between logging the customer service requests, dispatching them to the available technicians and ensuring proper follow up if necessary.
Responsbilities and key activities:
- Receive incoming calls from customers located in the United States and Canada and calling for service (including emergencies) from sites or from elevator cabs.
- Attend to them in a professional manner while logging a service request, dispatching it to the proper local technician, and providing all the necessary information to the customer.
- Ensure all incoming calls are handled in a quick and efficient manner within the department KPI.
- Answer incoming calls from technicians and branch personal and pertaining to callout resolution
What do you need for this position?:
- 1+ years of related experience and/or training in the field of customer service or call centers.
- Bachelor degree
- Fluent in English and French (verbal, written)
- Ability to speak clearly and understandably in English on the telephone.
- Ability to enter information into a computer while talking on the telephone.
- Ability to interact with our customers and service people in English and in a courteous, friendly yet not "chatty" manner.
- Proficient skills in spelling, communication, and data entry in English.
- Ability to read and interpret documents in English such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence in English.
- Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions provided in English, in written, oral, diagram, or schedule form.
- 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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