Customer Service Administrator

Certified as a Top Employer for UAE, Qatar, KSA, and Oman; KONE is dedicated to a better world of work and exhibits this through excellent people practices.

We are committed to fostering a great work culture and inspiring the highest standards of quality and efficiency from the team putting our people first and creating a workplace that nurtures collaboration, diversity, growth, and well-being.

We seek an energetic and enthusiastic Customer Service Administrator in Dubai, UAE. The Customer Service Administrator is the voice of the KONE service department, focusing on multiple aspects of support in the service business. The successful candidate will provide administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer facing activities in the field.

Responsibilities and key activities: 

General administrative support for Sales and Maintenance Supervisors:

Service Sales support activities

• Sends customer letters and supports mass updates in maintenance contracts
• Maintenance contract termination: Processes maintenance contract cancellation requests, and informs Billing Administrator when invoice cancellation or credit note creation is required
• Supports preparation of new maintenance contracts from NEB or competition and for renegotiations
• Supports VB Sales activities (documentation, quality checks, internal handover packs, etc.)
• Carries out data checks and quality audits for new contracts from the KONE Shared Service Center
• Supports specific tasks from sales (eg contract creation)
• Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response

Maintenance Operations support activities

• General admin support, e.g. Manages safety and site access documents of site personnel as requested by site managers and ensures that data is collected and delivered to KONE SSC for input
• Enters fitter scheduling plans (on duty and backup assignments) in Konect, coordinating changes/updates of maintenance plans in SAP
• Supports in repair and maintenance visit planning and communication with customer
• Takes ownership of customer queries forwarded from the first level and follows up with field Supervisor and other services to get a response
• Creates planned service repairs when needed
• Supports technician and supervisor in material-related requests (PR creation, check availability, and follow up on delivery)

Support in public tenders

• Supports sales in proposal creation (public tenders)
• Assists in contract and sales order creation for public bids (admin handover)
• Takes ownership of customer queries forwarded from the first level and follows up with salesperson and other services to get a response
• Verifies and inputs customer data in customer portals (mainly done in KONE SSC)
• Prepares working instructions for KONE SSC to be able to input relevant information to customer portals
• Takes ownership of customer queries forwarded from the first level and follows up with salespersons and other services to get a response.

Are you the one?

• Diploma or higher will be advantageous.
• 1 - 2 years of experience in a similar role with a strong focus on administration tasks.
• Ability to handle and meet multiple deadlines and coordinate priorities accordingly.
• Excellent organizational skills – able to perform duties with minimal supervision.
• Proficient in Microsoft (Word, Excel, Outlook, Teams) with SAP and CRM experience advantageous.
• Excellent English language skills both spoken and written.

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.

At KONE, we believe in fair and competitive pay that recognizes performance and supports employee engagement. Our approach covers a comprehensive total rewards package, including both financial and non-financial benefits. We are committed to fostering a culture of fairness, respect, equity, diversity, and inclusion.

Read more on https://kone.com/global/en/careers.html