Customer Service Executive

CUSTOMER SERVICE EXECUTIVE – PETALING JAYA, MALAYSIA

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

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 positi...