Kone
CustomerServiceExecutive
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Service Executive at Kone. Skills: Customer service, Escalation management, Mentoring. Handle complex customer queries, complaints, and escalations. Deliver professional and efficient customer support”
What You'll Achieve.
Achieve departmental KPIs; Achieve productivity targets
Industry & Context.
Problem-solving; Issue resolution
What They're Looking For.
Must Have
Bachelor’s degree or equivalent qualification, 1–4 years of experience in customer service or contact center, Experience in voice and non-voice customer support, Knowledge of quality processes and customer service KPIs, Excellent verbal and written communication skills, Customer handling and conflict resolution abilities, Good leadership and mentoring skills, Ability to manage escalations professionally, Multitasking and problem-solving skills, Knowledge of CRM systems and contact center tools
What You'll Do.
Handle complex customer queries
Deliver professional and efficient customer support
Maintain service quality standards
Support and guide junior customer care associates
Monitor and ensure accurate CRM updates
Ensure accurate documentation
Coordinate with internal departments for issue resolution
Coordinate customer follow-ups
Assist team leaders in maintaining operational efficiency
Assist team leaders in maintaining service levels
Identify recurring customer issues
Suggest process improvements
Ensure compliance with company policies
Ensure compliance with quality standards
Ensure compliance with data privacy requirements
Support onboarding activities for new associates
Support training activities for new associates
Achieve departmental KPIs
Achieve productivity targets
How You'll Work.
Team & Collaboration
Internal departments; Junior associates; Team leaders
Communication Scope
Verbal communication; Written communication
Full Job Description
The customer service Executive is responsible for handling complex customer interactions, supporting junior associates, and ensuring high-quality customer service delivery within the contact center. The role requires strong communication, problem-solving abilities, and operational knowledge to manage escalations and improve customer satisfaction. **Key Responsibilities** * Handle complex customer queries, complaints, and escalations through calls, emails, or chat. * Deliver professional and efficient customer support while maintaining service quality standards. * Support and guide junior customer care associates in daily operations. * Monitor and ensure accurate CRM updates and documentation. * Coordinate with internal departments for issue resolution and customer follow-ups. * Assist team leaders in maintaining operational efficiency and service levels. * Identify recurring customer issues and suggest process improvements. * Ensure compliance with company policies, quality standards, and data privacy requirements. * Support onboarding and training activities for new associates when required. * Achieve departmental KPIs and productivity targets. **Requirements:** * Bachelor’s degree or equivalent qualification. * 1–4 years of experience in customer service or contact center. * Experience in voice and non-voice customer support. * Knowledge of quality processes and customer service KPIs. * Excellent verbal and written communication skills. * Strong customer handling and conflict resolution abilities. * Good leadership and mentoring skills. * Ability to manage escalations professionally. * Strong multitasking and problem-solving skills. * Knowledge of CRM systems and contact center tools. _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 integr
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