Customer Service Agent, Inbound is the voice of KONE and manages customer queries, complaints, and master data changes, owning cases from receipt to resolution.

Inbound Agent Responsibilities

• 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, ensuring accuracy and completeness.
• 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, coordinating with quality managers, and following up on resolution and customer satisfaction.

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