Customer Service Agent (Turkish & Arabic Speaker)
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Key skills for this role
About the Role
KONE seeks a Customer Service Agent fluent in Turkish, Arabic, and English to handle inbound and outbound customer interactions. Responsibilities include managing queries, complaints, and emergency calls.
Key Skills for This Role
Responsibilities
- Respond to customer calls and queries across multiple channels within SLAs
- Resolve customer inquiries efficiently and escalate complex issues
- Log and classify complaints, ensuring timely assignment and resolution
- Maintain and update customer contact and equipment master data
- Conduct transactional surveys and outbound calls for customer outreach
- Respond to emergency service calls and dispatch technicians
Requirements
- Excellent communication skills in English, Arabic, and Turkish
- Minimum of a high school diploma or equivalent degree
- Good IT knowledge (familiarity with Microsoft Office tools)
- Previous experience in customer service is an asset
- Experience with Customer Service Center communication methods is an asset
Full Job Posting
Job Overview
- Customer Service Agent, Inbound is the voice of KONE and takes care of our customers by receiving and managing customer queries, complaints, and master data changes, owning the cases from receipt to resolution.
- Customer Service Agent, Outbound is the voice of KONE and takes care of our customers by contacting them to keep customers aware of us.
Responsibilities and Key Activities
- Respond to customer calls and queries across multiple channels within service level agreements (SLAs)
- Resolve customer inquiries efficiently and escalate complex issues as needed
- Log and classify complaints, ensuring timely assignment and resolution
- Maintain and update customer contact and equipment master data
- Create and document cases for every customer interaction
- Take ownership of first line queries and ensure prompt resolution
- Identify potential sales leads and forward them to the sales team
- Manage inbound claims by logging complaints in CRM
- Conduct transactional surveys (e.g., Net Promoter Score and customer satisfaction surveys)
- Engage with customers to identify sales opportunities and support lead generation
- Respond to emergency service calls (e.g., elevator entrapments and urgent maintenance requests)
- Monitor and respond to alerts from 24/7 connected services
Qualifications
- Excellent communication skills in English, Arabic, and Turkish
- Previous experience in customer service is an asset
- Good IT knowledge (familiarity with Microsoft Office tools)
- Minimum of a high school diploma or equivalent degree
- Experience with Customer Service Center communication methods is an asset
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