- To welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide an adequate answer.
- To manage incoming requests by telephone as well as by email.
- Support the supervisors/Area Service Managers in following up open callouts, back reporting open jobs or specific reports on open jobs that are available on Supervisor/ASM reports.
- To make the contact as easy as possible for the customer/engineer and provide adequate information and support.
- Record and book any jobs and dispatch engineers in a timely and efficient manner.
- To identify safety situations and manage these by giving the adequate safety instructions as described in our global safety procedures. You will show empathy, be aware about customer feelings in such situation and provides adequate safety advice to calm the passenger if needed.
- You will need to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
- Collaborate by attending regional meetings with wide and varied attendees supporting ASM/Supervisor with data.
- Review and update daily planning schedules to maximise efficiency and profitability though GANT governance.
- Customer first mindset putting the customer at the heart of everything we do.
- Demonstrate courage when dealing with customers and engineers, making the right decision for the business, and communicating in an open and honest manner.
- Adhoc administrative tasks.
Must have Dispatcher experience. - Previous work experience in customer service is essential.
- Call Out / Dispatch experience is a bonus.
- Salesforce experience would be beneficial.
- Regional Geographical experience/understanding (London/Scotland/Wales) beneficial.
- Excellent telephone manner.
- Good problem-solving skills.
- Good Word, Excel, and Outlook.
- Collaborative team player.
- Good written and spoken English.
This is a permanent position, Monday - Friday, hours 08:00 - 16:30., We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, 1 volunteering day, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift and escalator industry, Bonus, Dental Insurance, Medical Plan, GymFlex Membership, Kone Discounts, 24/7 GP Support & Wellbeing Access and hybrid working.
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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Customer Service Coordinator - Dispatcher in City of Westminster employer: KONE
KONE is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary alongside generous benefits such as 25 days of holiday, private medical insurance, and a commitment to sustainability. Our innovative and collaborative work culture fosters trust and respect among colleagues, ensuring that every team member's contributions are valued and recognised. With endless support from experienced leaders and opportunities for professional development, KONE is dedicated to helping you achieve your career aspirations while maintaining a healthy work-life balance in the vibrant city of London.
