Customer Service Agent

The KC3 agent is the main entry point for customer requests related to unplanned maintenance services, 24 hours / 7 days.

He / She is responsible of all activities between logging the customer requests, find an available technician, dispatching the call, to call acceptance from the maintenance technician.

He / She is also trained to identify and manage all critical safety situations, preventing fatalities.

The KC3 agent is using dedicated KONE application software that give him a perfect up to date information about job status, equipment, contracts, technician organization and scheduling in the country, equipment history, contract information.

Responsibilities and key activities

• Accountable to welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide adequate answer. Incoming requests comes from telephone, fax, e-mail, eOptimumTM or KRMS
• Accountable to ensure call dispatching until it is accepted by a technician. Dispatching methods could be phone, SMS, KFM or paging. This includes specific tasks like management of callouts on hold, unreachables.
• Accountable to support the Supervisors in maintaining the Fitter scheduling
• Accountable to support the supervisors in following up open callouts and make sure that technicians back reports open jobs. Specific reports on open jobs are available on Supervisor reports
• Accountable to make the contact as easy as possible for the customer and provide adequate information.
• Accountable to identify safety situations and manage them by giving the adequate safety instructions as described in the global safety procedures. He shows empathy, he’s aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
• Accountable to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
• Accountable to gather sales lead notification and forward to relevant department
• Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not found, the agent is accountable to pass him the message of the customer, and to ensure he will contact the customer back.

Outbound call handling

Callout handling

Performance measures

Within the KC3 organisation the Agent is regularly evaluated seeking to provide professional, and care service to customer :

Regular quality audit (through recorded calls analysis or on line listening) allow to evaluate agent level in processes knowledge and calls management compliance with the standard template.

Performance indicators : productivity : amount of calls handled per month, quality : mistakes (complain initiated by field or customer) per month, average talk time

Callouts

Grade of service (share of calls picked up in 20 sec, team measure)

Abandoned calls [%] (team measure)

Un-dispatched service orders [%]

Speed of answer [sec]

Adherence, Staffed time if not available

Outbound

Number of calls per day

Share of successful survey

Professional requirements

Solid communication skills (written + spoken) required in the customer centre

previous work experience in customer service is an asset

Entry-level requirements

KONE specific issues – always need to be trained

KC3 tools applications (Konect, telephone etc.), KONE call handling policies, all KONE call out processes, KONE remote monitoring tools and services, general KONE knowledge, KONE incident and crisis management policy Document Application

KC3 tools applications (Konect, telephone, case management, etc.)

KONE call handling policies

KONE call out processes

KONE remote monitoring tools and services

General KONE knowledge

KONE incident and crisis management policy Document Application.

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