Team Leader - Customer Service and Administration

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‑b...