KONE
TeamLeader-CustomerServiceandAdministration
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Team Leader - Customer Service and Administration at KONE. Skills: Team Leadership, Customer Service Operations, People Management. Manage all Call Center activities, including inbound customer calls, alarm calls, emergency cases, callouts, and dispatching. Ensure full compliance with KONE global processes, safety procedures, and customer communication standards”
What You'll Achieve.
Ensure safe, high‑quality, and customer‑centric 24/7 service operations; Monitor and drive Call Center performance against defined KPIs (service levels, response times, quality, customer satisfaction); Ensure business continuity; Ensure effective and compliant usage of Customer Service systems; Ensure timely and professional handling of customer complaints; Ensure Call Center operations remain within budget and aligned with agreed service targets; Deliver safe, reliable, and customer‑focused service — every day
Industry & Context.
Analyse Call Center performance data to identify improvement opportunities
What They're Looking For.
Must Have
Previous experience in team leadership or people management, Background in Customer Service, Administration, or similar operational environments, Solid IT skills (MS Excel, PowerPoint, Word), Fluency in Italian and English
Nice to Have
Spanish is an advantage
What You'll Do.
Manage all Call Center activities
including inbound customer calls
Ensure full compliance with KONE global processes
and customer communication standards
Monitor and drive Call Center performance against defined KPIs
Ensure business continuity through effective emergency
and crisis recovery readiness
Lead Call Center Team Leaders and/or outsourced partners
Foster a customer‑centric
and stable working environment
and ensure development and skill‑building plans are in place
Ensure effective and compliant usage of Customer Service systems
Drive adoption of new tools
and digital ways of working
Ensure correct case classification
especially for safety‑critical cases such as persons trapped
Ensure timely and professional handling of customer complaints
Act as a key interface with internal stakeholders
Support alignment between Call Center and country service organisations
Analyse Call Center performance data to identify improvement opportunities
Drive continuous improvement initiatives focused on quality
and customer experience
Ensure Call Center operations remain within budget and aligned with agreed service targets
How You'll Work.
Team & Collaboration
Act as a key interface with internal stakeholders, including: Frontline Service Operations, Sales & Key Account Management, Regional / Europe Service Operations; Support alignment between Call Center and country service organisations (e. g. Italy, Iberica)
Communication Scope
Customer communication standards; Communication skills
Process & Methodology
Drive continuous improvement initiatives
Full Job Description
At KONE, our purpose is to shape the future of cities by improving the flow of urban life. As **Customer Service & Administration Team Leader (KC3)**, you will play a critical role in ensuring safe, high‑quality, and customer‑centric 24/7 service operations. You will lead people, manage performance, and drive continuous improvements across our activities, always with safety and customer experience at the core. **What will you be doing?** **1\. Customer Service & Call Canter Operations** * Manage all Call Center activities, including inbound customer calls, alarm calls, emergency cases, callouts, and dispatching * Ensure full compliance with KONE global processes, safety procedures, and customer communication standards * Monitor and drive Call Center performance against defined KPIs (service levels, response times, quality, customer satisfaction) * Ensure business continuity through effective emergency, contingency, and crisis recovery readiness, including periodic drills **2\. Team leadership & people management** * Lead Call Center Team Leaders and/or outsourced partners * Foster a customer‑centric, engaged, and stable working environment * Monitor performance, coach leaders, and ensure development and skill‑building plans are in place **3\. Systems, tools & process ownership** * Ensure effective and compliant usage of Customer Service systems * Drive adoption of new tools, processes, and digital ways of working * Ensure correct case classification, prioritisation, and routing, especially for safety‑critical cases such as persons trapped **4\. Customer & stakeholder management** * Ensure timely and professional handling of customer complaints * Act as a key interface with internal stakeholders, including: * Frontline Service Operations * Sales & Key Account Management * Regional / Europe Service Operations * Support alignment between Call Center and country service organisations (e.g. Italy, Iberica) **5\. Performance, compliance & continuous improvement** * Analys
Applying for this Team Leader - Customer Service and Administration role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about KONE?
Real rants from real employees. Read before you apply.