Customer Service and Operations Support Team Lead

The Customer Service and Operations Support Team Lead is responsible for the Customer Service and Operations in KSEA i.e. callouts, inbound queries and outbound surveys and core 3 nurturing, Customer Service Admin and Workplace teams. The Team Lead actively drives customer centricity in the entire organization, develops the team and ensures operational excellence in the teams.What will you be doing?Lead, manages, evaluates, and develops Customer Service and Admin Organization to ensure that the organization’s customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgetsAssures that daily work performed follows generally stated objectives as well as cost- effectiveness and competitiveness and is completed with quality, on time and within budget.Manages general communication and collaboration with FL representatives (e.g. Maintenance Operations Excellence Manager, Offering and Sales Development Managers) and with Shared Service Centers (SSC)Distributes tasks and levels the daily workload, if neededManages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answerCoaches and drives competence development in the team and makes sure there is a career path for all team membersDrives behavior to represent KONE as one team towards the customerUses Customer Service data to bring forward ideas to improve customer experienceBalances between operational and long-term developmentsManages FL CS&A operationsResponsible for managing the customer service and administration activities within budgetEnsure processes are followed according to defined global processesResponsible to implement and ensure proper working of new tools / processes / systemsResponsible to meet KPI targetsCreate a friendly and desirable working environment to minimize turnover rateResponsible to ensure that customers’ and internal queries and complaints are promptly replied and followed upAre you the oneUniversity degree in industrial engineering or related disciplines.Good spoken and written English and local languagesBasic skills with MS Office tools and applicationsPreferably at least 2 years of experience on leadershipPeople Management skillsLeadership experienceSolid communication skills (written + spoken)Previous work experience in customer service and operational excellence/process development and/or strong understanding of customer needs from a relevant industryWhat do we offer?Career progression opportunities within a global organisationTotal reward elements that engage and motivate our employees and help us make KONE a great place to workComprehensive learning and development programs covering a wide range of professional skillsAt 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 www.kone.com/careers