Customer Service and Operations Team Lead

**Overview of role purpose & scope**:
The Customer Service & Operations Team Lead is responsible for the Customer Service and Admin (CS&A) Organization in the business comprising of the:

- Call Center (callouts, inbound queries and outbound surveys and core 3 nurturing),
- Contract, data management for service team (maintenance team, sales team..)
- End-to-end ordering management (order, stock management, delivery..)
- Pricing, billing, invoicing..

The team Lead actively drives customer centricity in the entire organization, develops the CS&A team (11 members) and ensures operational excellence in the CS&A teams.

**What you’ll deliver**:

- 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 budgets
- Assures 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 needed
- Manages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answer
- Coaches and drives competence development in the team and makes sure there is a career path for all team members
- Drives behavior to represent KONE as one team towards the customer
- Uses Customer Service data to bring forward ideas to improve customer experience
- Balances between operational and long-term developments

**Manages CS&A operations**:

- Responsible for managing the customer service and administration activities within budget
- Ensure processes are followed according to defined global processes
- Responsible to implement and ensure proper working of new tools / processes / systems
- Responsible to meet KPI targets
- Create a friendly and desirable working environment to minimize turnover rate
- Responsible to ensure that customers’ and internal queries and complaints are promptly replied and followed up

**What you’ll bring**:

- University degree in commercial or technical sciences or similar through experience
- Good spoken and written English and local languages
- Preferably at least 2 years of experience on leadership
- People Management skills
- Leadership experience
- Solid communication skills (written + spoken)
- Previous work experience in customer service and administration and/or strong understanding of customer needs from a relevant industry

**Why join KONE?**

At KONE we are on a mission to provide the best people flow experience. KONE leads the development in our industry and is acknowledged on the Forbes list of the most innovative companies in the world. KONE is a global company present in over 60 countries with headquarters in Espoo Finland. Our culture is built on the values of Customer, Care, Collaboration and Courage. We support our employees’ personal and professional growth and offer many opportunities to learn and grow in an international environment.

Creating an innovative and collaborative working culture where we value the contribution of each individual is at the heart of how we work. 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 a daily practice. We follow ethical business practices and 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.
- 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. _