At a Glance
- Tasks: Be the first point of contact for customers in need, handling emergency calls with care.
- Company: Join Otis, a global leader in elevators and escalators, committed to innovation and safety.
- Benefits: Long-term contract, competitive pay, extensive training, and career growth opportunities.
- Other info: Join a diverse team and be part of a company that values ethics and quality.
- Why this job: Make a real difference by helping people in emergencies while developing valuable skills.
- Qualifications: Strong communication skills, customer-focused mindset, and resilience under pressure.
The predicted salary is between 18900 - 23100 £ per year.
Would you like to join a truly international, talent-driven company that values Safety, Ethics, Quality, Innovation and Employee Opportunity? 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 8am-4pm.
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. You 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
- 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.
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.
You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.
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! Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law.
To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.
We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential.
Customer Care Champion - Emergency Desk in Leicester employer: Otis SE
Otis London is an exceptional employer, offering a dynamic work environment where safety and teamwork are paramount. With access to comprehensive training, state-of-the-art tools, and the latest technology like iPhones for efficient communication, employees are empowered to excel in their roles. The company fosters a culture of professional growth, ensuring that every team member has the opportunity to develop their skills and advance their careers in the thriving London lift industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Champion - Emergency Desk in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Otis SE. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Otis SE before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Champion - Emergency Desk in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Otis SE:Your cover letter is your chance to shine! Tell us why you want to work at Otis SE specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Otis SE!
How to prepare for a job interview at Otis SE
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
