SeniorFull TimeEN
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‑building plans are in place
3. Systems, tools & process ownership
Ensure effective and compliant usage of Customer Service systems
Drive adoption of new tools, processes, and digital ways of working
Ensure correct case classification, prioritisation, and routing, especially for safety‑critical cases such as persons trapped
4. Customer & stakeholder management
Ensure timely and professional handling of customer complaints
Act as a key interface with internal stakeholders, including:
Frontline Service Operations
Sales & Key Account Management
Regional / Europe Service Operations
Support alignment between Call Center and country service organisations (e.g. Italy, Iberica)
5. Performance, compliance & continuous improvement
Analyse Call Center performance data to identify improvement opportunities
Drive continuous improvement initiatives focused on quality, efficiency, and customer experience
Ensure Call Center operations remain within budget and aligned with agreed service targets
What do we expect from you?
Previous experience in team leadership or people management
Background in Customer Service, Administration, or similar operational environments
Strong communication and stakeholder management skills
Customer‑centric mindset combined with a performance‑driven approach
Ability to manage change and continuous improvement
Solid IT skills (MS Excel, PowerPoint, Word)
Fluency in Italian and English, Spanish is an advantage
Higher vocational diploma in technical or commercial sciences
What’s in it for you?
A meaningful leadership role in a global, purpose‑driven organization
Opportunities for growth, learning, and career development
An inclusive, collaborative, and safety‑focused work environment
The opportunity to make a real impact on customer experience and service excellence
Join us at KONE and help deliver safe, reliable, and customer‑focused service — every day.
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.
Read more on https://careers.kone.com/en/
