Job Description

CUSTOMER SERVICE EXECUTIVE – PETALING JAYA, MALAYSIA

Shape the future of cities. Join our flow.

Welcome to KONE! We are a diverse team of over 60,000 employees, enabling safe, sustainable, and effortless people flow for billions of city dwellers every day. Innovating together across everything we do, we show the way for the good of our planet and its people. Here, you are welcomed as you are, your courage is celebrated, and your impact rewarded. Grounded by our strong roots stretching back over a century, our exciting journey continues – join us and let’s shape the future of cities together!

WHY THIS ROLE?

Customer Services Executive is the voice of KONE, taking care of customers across two core areas: Callout and Inbound.

For Callout, the CS Executive is the main entry point for unplanned maintenance requests, available 24/7. This covers the full process: logging requests, dispatching technicians, and closing cases, while identifying and managing critical safety situations to prevent fatalities.

For Inbound, the CS Executive handles customer queries, complaints, and master data changes, owning each case from receipt to resolution. Complex cases may be assigned to relevant stakeholders, but the Executive remains responsible for following up until closure, meeting the agreed Grade of Service for First-Time Resolution.

This position requires the employee to be physically present at the KONE Business Services Office (PJ, Malaysia) on night shift, specifically to support the Australia and New Zealand regions.

Working hours: 02PM – 10PM or 09PM – 05AM (changeable)

WHAT WILL YOU BE DOING?

Callout

• Answer customer calls and contacts through other channels within the target SLA
• Create callouts (entrapment calls, unplanned service), gather information, and dispatch technicians with all needed details
• Receive Immediate Service Needs from 24/7 connected services, create the callout, and dispatch Maintenance Technicians
• Receive safety alerts and contact the technician by phone to check that he/she is okay
• Keep customers informed on progress
• Call back to KRMS and talk with passengers in the elevator where applicable, taking remote action to resolve the issue
• Keep passengers safe in safety hazard situations by providing clear and useful instructions
• Give entrapments full attention, show empathy, and stay with the customer throughout
• Receive, log, and assign complaints
• Action all customer emails in a timely manner

Inbound:

• Answer customer calls and contact through other channels within the target SLA
• Receive and resolve customer queries
• Receive, log, and assign complaints
• Proactively update customer contact data and follow the process to update the rest of the customer/equipment master data
• Create a case for each new query and ensure it is fully classified and documented
• Take ownership of queries that can be handled in the first line
• Identify possible leads and assign them to the sales organization
• Transfer cases to the second line if needed, and assign complex customer queries to the Customer Service Admin or dispute admin specializing in the relevant topic

ARE YOU THE ONE?

Experience:

• Diploma or equivalent qualification.
• 1–4 years of experience in customer service or contact center environment.
• Experience using Genesys Telephony Platform & Salesforce is an advantage
• Experience supporting Australian customers and exposure to multinational (MNC) environments would be an advantage.

Skills & Attributes:

• Excellent command of English.
• Proficient in PC basics and Microsoft Office.
• Strong communication and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Strong organisational and time management skills.
• Ability to remain calm under pressure and make sound decisions.
• Strong attention to detail and accountability.

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.

Read more on https://kone.com/global/en/careers.html