At a Glance
- Tasks: Be the first point of contact for customers needing help with their equipment.
- Company: Join Otis, a global leader in elevators and escalators.
- Benefits: Long-term contract, competitive pay, and extensive training opportunities.
- Other info: Dynamic work environment with career growth potential.
- Why this job: Make a real difference by helping people in need during emergencies.
- Qualifications: Strong communication skills and a customer-focused mindset.
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 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. 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:
- 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.
- Accurate logging of insurance reports ensuring Immediate and timed defects are logged within the agreed SLA's.
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
- 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.
About 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.
Equal Opportunity Employer:
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.
Customer Care Champion - Weekend Days in Leicester employer: Otis SE
Otis is an exceptional employer that prioritises employee growth and development, offering extensive training and career advancement opportunities within a supportive and diverse work environment. Located in Leicester, you will be part of a global leader in the elevator and escalator industry, where your contributions are valued and recognised, ensuring a meaningful and rewarding career path. With a strong focus on safety, ethics, and innovation, Otis fosters a culture that empowers employees to excel and thrive.
