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- Tasks: Be the first point of contact for customers in need of assistance.
- Company: Join Otis, a global leader in elevators and escalators.
- Benefits: Long-term contract, competitive pay, and extensive training opportunities.
- Why this job: Make a real difference by helping people in emergency situations.
- Qualifications: Strong communication skills and a customer-focused mindset.
- Other info: Dynamic work environment with career growth potential.
The predicted salary is between 24000 - 36000 £ per year.
Otis is growing, and we are recruiting a Customer Advisor for our Emergency Desk, working with our Inbound Call team, based in Leicester. The hours of work will be 8 am-4 pm.
As the primary interface between our internal and external customers, you will be the first point of contact for customers experiencing issues with their equipment. Acting as the primary interface between our internal and external customers, you will be based in Otisline but will have the flexibility and ability to upskill into other areas of the customer service centre.
On a typical day, you will:
- Answer all alarm calls through the various alarm and phone line systems on the Emergency Desk
- Follow call scripts and adhere to the processes and procedures
- Obtain and record details of trapped passengers
- Manage Otisline Inbox in line with the how-to guides available on the desk.
Role KPI’s are:
- Adhere to OtisLine service quality and productivity standards
- Follow call scripts (re. call guidelines and Trapped passenger script)
- Ensure availability and manage unavailability time amongst your team members.
- Ensure that Emails are to be responded to within 30 minutes of being received
- Manage Otisline Inbox using the combined user guide.
What you will need to be successful:
- Excellent language and communication skills
- Customer-centric mindset and empathy for people
- Resilience in handling stressful situations and ability to solve problems
- Comfortable managing a wide range of tasks under time-sensitive conditions
- Living Otis leadership behaviours and Otis Absolutes (Re.. Executing at Otis and Otis Absolutes)
- Affinity using multiple IT systems
What’s In it For Me / Benefits:
- You will receive a long-term employment contract with the world market leader in a crisis-proof industry.
- We offer you remuneration in accordance with local standards
- We will train you intensively in the areas of technology, processes & soft skills, and you can exchange ideas with experienced colleagues at any time.
- With strong performance, you will have the opportunity to grow in this role to build a career at Otis.
Apply today to join us and build what’s next!
Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.
We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model.
We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.
Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do.
Become a part of the Otis team and help us #Buildwhatsnext!
Customer Care Champion - Emergency Desk employer: Otis Elevator Co.
Contact Detail:
Otis Elevator Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Champion - Emergency Desk
✨Tip Number 1
Get to know the company! Research Otis and understand their values, especially their focus on safety and customer service. This will help you tailor your responses during interviews and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and empathetic is key. Role-play common scenarios with friends or family to build your confidence in handling calls.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues under pressure. This will demonstrate your resilience and ability to think on your feet, which is crucial for the Emergency Desk role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Otis team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Care Champion - Emergency Desk
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for the role and how your experiences make you a great fit.
Tailor Your Application: Make sure to customise your application to match the job description. Highlight your customer service skills and any relevant experience that shows you can handle those time-sensitive situations like a pro!
Follow the Guidelines: Pay close attention to the application instructions. If we ask for specific information or formats, stick to them! It shows us that you can follow processes, which is super important for this role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Otis Elevator Co.
✨Know Your Role Inside Out
Before the interview, make sure you understand the Customer Care Champion role thoroughly. Familiarise yourself with the responsibilities, especially around handling emergency calls and managing customer queries. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your excellent communication skills by actively listening to the interviewer. This means not just hearing their questions but also responding thoughtfully. You can even paraphrase their questions to show you’re engaged and understand what they’re asking.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've handled stressful situations or solved problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your resilience and ability to think on your feet, which is crucial for this role.
✨Familiarise Yourself with Otis Values
Research Otis's leadership behaviours and values, particularly their focus on safety, ethics, and quality. Be ready to discuss how your personal values align with theirs. This shows that you’re not just looking for a job, but you want to be part of their mission and culture.
