Key Performance Indicators – Response for the managing of core KPIs, including steering actions for improving performance within related business unit(s), i.e. Delivery Reliability, Days of Sales Outstanding, # of SOLI / FTE
Customer relationship management – manage customer relationships in accordance with related business unit(s), and sales strategies, e.g. perspectives, sales excellence, value-based management, key account management, and business rules.
Order to Cash and Non-conformance management –
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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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