Team Leader - Customer Service and Administration

At KONE, our purpose is to shape the future of cities by improving the flow of urban life.
As Customer Service & Administration Team Leader (KC3) , you will play a critical role in ensuring safe, high‑quality, and customer‑centric 24/7 service operations. You will lead people, manage performance, and drive continuous improvements across our activities, always with safety and customer experience at the core.

What will you be doing?

1. Customer Service & Call Canter Operations

• Manage all Call Center activities, including inbound customer calls, alarm calls, emergency cases, callouts, and dispatching

• Ensure full compliance with KONE global processes, safety procedures, and customer communication standards

• Monitor and drive Call Center performance against defined KPIs (service levels, response times, quality, customer satisfaction)

• Ensure business continuity through effective emergency, contingency, and crisis recovery readiness, including periodic drills

2. Team leadership & people management

• Lead Call Center Team Leaders and/or outsourced partners

• Foster a customer‑centric, engaged, and stable working environment

• Monitor performance, coach leaders, and ensure development and skill‑building plans are in place

3. Systems, tools & process ownership

• Ensure effective and compliant usage of Customer Service systems

• Drive adoption of new tools, processes, and digital ways of working

• Ensure correct case classification, prioritisation, and routing, especially for safety‑critical cases such as persons trapped

4. Customer & stakeholder management

• Ensure timely and professional handling of customer complaints

• Act as a key interface with internal stakeholders, including:

  • Frontline Service Operations

  • Sales & Key Account Management

  • Regional / Europe Service Operations

• Support alignment between Call Center and country service organisations (e.g. Italy, Iberica)

5. Performance, compliance & continuous improvement

• Analyse Call Center performance data to identify improvement opportunities

• Drive continuous improvement initiatives focused on quality, efficiency, and customer experience

• Ensure Call Center operations remain within budget and aligned with agreed service targets

What do we expect from you?

• Previous experience in team leadership or people management

• Background in Customer Service, Administration, or similar operational environments

• Strong communication and stakeholder management skills

• Customer‑centric mindset combined with a performance‑driven approach

• Ability to manage change and continuous improvement

• Solid IT skills (MS Excel, PowerPoint, Word)

• Fluency in Italian and English, Spanish is an advantage

• Higher vocational diploma in technical or commercial sciences

What’s in it for you?

• A meaningful leadership role in a global, purpose‑driven organization

• Opportunities for growth, learning, and career development

• An inclusive, collaborative, and safety‑focused work environment

• The opportunity to make a real impact on customer experience and service excellence

Join us at KONE and help deliver safe, reliable, and customer‑focused service — every day.