CUSTOMER SERVICE EXECUTIVE – PETALING JAYA, MALAYSIA

WHY THIS ROLE

Customer Services Executive is the voice of KONE, taking care of customers across two core areas: Callout and Inbound.

For Callout, the CS Executive is the main entry point for unplanned maintenance requests, available 24/7. This covers the full process: logging requests, dispatching technicians, and closing cases, while identifying and managing critical safety situations to prevent fatalities.

For Inbound, the CS Executive handles customer queries, complaints, and master data changes, owning each case from receipt to resolution. Complex cases may be assigned to relevant stakeholders, but the Executive remains responsible for following up until closure, meeting the agreed Grade of Service for First-Time Resolution.

This position requires the employee to be physically present at the KONE Business Services Office (PJ, Malaysia) on night shift, specifically to support the Australia and New Zealand regions.

Working hours: 02PM – 10PM or 09PM – 05AM (changeable)

WHAT WILL YOU BE DOING

Callout

Answer customer calls and contacts through other channels within the target SLA
Create callouts (entrapment calls, unplanned service), gather information, and dispatch technicians with all needed details
Receive Immediate Service Needs from 24/7 connected services, create the callout, and dispatch Maintenance Technicians
Receive safety alerts and contact the technician by phone to check that he/she is okay
Keep customers informed on progress
Call back to KRMS and talk with passengers in the elevator where applicable, taking remote action to resolve the issue
Keep passengers safe in safety hazard situations by providing clear and useful instructions
Give entrapments full attention, show empathy, and stay with the customer throughout
Receive, log, and assign complaints
Action all customer emails in a timely manner

Inbound:

Answer customer calls and contact through other channels within the target SLA
Receive and resolve customer queries
Receive, log, and assign complaints
Proactively update customer contact data and follow the process to update the rest of the customer/equipment master data
Create a case for each new query and ensure it is fully classified and documented
Take ownership of queries that can be handled in the first line
Identify possible leads and assign them to the sales organization
Transfer cases to the second line if needed, and assign complex customer queries to the Customer Service Admin or dispute admin specializing in the relevant topic

ARE YOU THE ONE

Experience:

Diploma or equivalent qualification.
1–4 years of experience in customer service or contact center environment.
Experience using Genesys Telephony Platform & Salesforce is an advantage
Experience supporting Australian customers and exposure to multinational (MNC) environments would be an advantage.

Skills & Attributes:

Excellent command of English.
Proficient in PC basics and Microsoft Office.
Strong communication and interpersonal skills.
Strong customer service and problem-solving abilities.
Strong organisational and time management skills.
Ability to remain calm under pressure and make sound decisions.
Strong attention to detail and accountability.

Customer Service Executive