Customer Care Agent, Vancouver

Job Reference: Job ID: 31727

Job Description

We are looking for a customer service professional who can facilitate doing business with KONE by proactively managing relationships and opportunities with a given customer base. The incumbent will be responsible for addressing the needs of our current customer base and, in addition, developing additional business opportunities within an assigned territory.

Your main Responsibilities:
Customer communication inbound and outbound for a list of existing customers.
Answering inquiries and resolving customer problems via phone, fax, and email in a timely fashion.
Determine the purpose for each call, enter the information into the our customer relationship management software in real time and act accordingly to  provide the customer an approximate processing time to get back with additional information.
Coordinate and work with the internal team (sales, administration, supervision) to find solutions and action plan.
In regard to customer issues and complaints, determine the specific reasons for dissatisfaction, enter the information into our CRM software and forward the complaint to the appropriate persons and coordinate with the internal team to find a resolution and communicate back to customer.
Provide a thorough follow-up with our client and present future action plans, ensuring customer satisfaction.
After the customer issue has been addressed, call the customer to confirm that full satisfaction has been achieved.
Perform marketing and sales functions to sell additional work or develop new customers via referrals or set up follow up meetings with Account Managers.
Proactively call customers to seek maintenance contract renewals. Update contract data as needed.
Track AR and proactively call customers to ensure payment within contract terms.
Other duties as assigned by KONE management


Skills Required:

To be successful in this job, we expect
Education: Postsecondary diploma or degree required
Experience: 2+ years of experience in sales and/or customer service
Strong customer service skills
Quick learner with a positive attitude – open to learning from everyone on the team
Excellent verbal and written communication skills in English, ability to comprehend and follow direction
Prior experience in the elevator industry or relevant industries such as in construction, HVAC, property management or trade related customer service environment.
Computer literate and working knowledge of SalesForce, MS Office applications
Driven to provide the highest level of customer service and satisfaction
Ability to sell the company’s products and services to customers
Ability to effectively manage a variety of situations on a day-to-day basis
Ability to write effective business correspondence
Accustomed to working in fast moving environments requiring timely attention to details as well as unpredictable and changing conditions
Strong attention to detail
Good organizational and time management skills to ensure scheduled deadlines are met. Must be self-motivated, energetic and results oriented with a high level of work intensity and a bias for action.
Quick learner, and positive attitude

Benefits and Other Information:: KONE offers the succesful candidate the following
a competitive salary
a performance based incentive plan
a defined contribution pension plan
a comprehensive group health and dental plan
a positive and team based work environment
opportunity to grow and develop your sales career

Application Instructions: Please apply online.

Please Note: This company is only accepting applications from Canadian residents

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Job Type: Full Time

Location: Delta, British Columbia (BC)

Job Category: Customer Service
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Post Date: 2017/06/12

Closing Date: 2017/09/10

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