Nordic Customer Service Center Team Lead - KDB Doors

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KONE Door Business has a lot of potential with excellent operations, highly skilled people, and strong underlying market development. To ensure a future growth of the KONE Door Business, KONE has initiated a review of its Door Business to assess its optimal structure and synergies. The aim to evaluate the best environment for growing the business in a way that benefits its customers, employees, and other stakeholders. Do you want to be a part of this transformation and be a leading partner to take Door business into the next level?

We are now looking for aNordic Customer Service Center Team Leadwho will be responsible for coordinating the heart of our organisation, the Customer Service team. You will play an important role in the new Door organisation, leading a team of approx. 14 employees in the Commercial & Ops organisation, reporting to the Nordic Coms & Ops Manager, but working close the whole Door organisation.

The role can be based in either Finland or Sweden & you will have a team spread in all four countries.

Key accountabilities at the role:

• Lead our team of Customer Service Admins and Agents including hiring, introduce & develop, as well as create a friendly and desirable working environment
• Monitor and lead the performance and KPI/SLA adherence of the team
• Represent and align with other functions to ensure we work as one team towards the customer to ensure customer satisfaction
• Ensure teams compliance with company policies, processes and tool and systems updated
• Ensure customers' complaints of the call center are promptly replied to and followed up
• Use customer service data to bring forward ideas to improve customer experience
• Ensure contingency recovery plans are in place and to conduct periodic drills
  

Knowledge, education & experience:

To succeed in this role you should have:

• Master's degree in commercial or similar
• Prior working experience leading others
• Commercial capabilities & experience
• Experience from customer support /service or similar background
• Experience driving change and process optimization is an advantage
• Proficiency in English (spoken and written) and at least one of the Nordic languages.

We believe you are a leader with the ability to communicate with confidence and clarity. A people's leader who identifies and breaks down barriers to open communication. You encourage team members to share and implement their ideas and understand the value of cooperation between functions.

You also have the ability to take on customer's perspective and to see the importance of focusing on those activities which are critical to customer satisfaction.

We also think you are a person who strive for always improving the way of working ensuring we optimize if possible and engage your employees in this way of thinking.

Travel is required in this position.

Apply by submitting your CV and cover letter. We would like to receive your application by April 27.

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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.