Monitor operational performance against SLAs, KPIs, and internal procedures to maintain service quality standards.
Take ownership of complex, time-sensitive, or high-value shipments, proactively resolving delays, documentation discrepancies, and customs-related issues.
Identify operational inefficiencies and contribute to process improvement initiatives to enhance accuracy, efficiency, and customer satisfaction.
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Monitor operational performance against SLAs, KPIs, and internal procedures to maintain service quality standards.
Take ownership of complex, time-sensitive, or high-value shipments, proactively resolving delays, documentation discrepancies, and customs-related issues.
Identify operational inefficiencies and contribute to process improvement initiatives to enhance accuracy, efficiency, and customer satisfaction.
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The Senior Customer Service Executive is responsible for supporting the Team Leader in the day-to-day operation of the Customer Care team while continuing to perform core customer service responsibilities. The role acts as a key point of contact for agents, providing guidance, operational support, training, and escalation assistance while helping to ensure service levels, quality standards, and customer expectations are met.
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.
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Coordinate seamlessly with logistics and asset management teams to ensure timely order fulfillment, delivery confirmation, and accurate billing within stipulated timeframes.
Efficiently manage all customer-related inquiries, including document requests, account setup, and price adjustments, ensuring prompt resolution.
To lead discussions on high level solution design for medium to complex level enhancements, perform effort estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning, to build, test, deliver the enhancements within the agreed timeframe and with quality.
To maintain documentation according to firm standards, best practices, and standard operating procedures
To fully comply with and adhere to all the standard AMS process & procedures that are developed.
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To lead discussions on high level solution design for medium to complex level enhancements, perform effort estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning, to build, test, deliver the enhancements within the agreed timeframe and with quality.
To maintain documentation according to firm standards, best practices, and standard operating procedures
To fully comply with and adhere to all the standard AMS process & procedures that are developed.
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