The customer service Executive is responsible for handling complex customer interactions, supporting junior associates, and ensuring high-quality customer service delivery within the contact center. The role requires strong communication, problem-solving abilities, and operational knowledge to manage escalations and improve customer satisfaction.
Key Responsibilities
- Handle complex customer queries, complaints, and escalations through calls, emails, or chat.
- Deliver professional and efficient customer support while maintaining service quality standards.
- Support and guide junior customer care associates in daily operations.
- Monitor and ensure accurate CRM updates and documentation.
- Coordinate with internal departments for issue resolution and customer follow-ups.
- Assist team leaders in maintaining operational efficiency and service levels.
- Identify recurring customer issues and suggest process improvements.
- Ensure compliance with company policies, quality standards, and data privacy requirements.
- Support onboarding and training activities for new associates when required.
- Achieve departmental KPIs and productivity targets.
Requirements:
- Bachelor’s degree or equivalent qualification.
- 1–4 years of experience in customer service or contact center.
- Experience in voice and non-voice customer support.
- Knowledge of quality processes and customer service KPIs.
- Excellent verbal and written communication skills.
- Strong customer handling and conflict resolution abilities.
- Good leadership and mentoring skills.
- Ability to manage escalations professionally.
- Strong multitasking and problem-solving skills.
- Knowledge of CRM systems and contact center tools.
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 https://careers.kone.com/en/
