Night Shift Customer Service Agent (2-year Contract)

About the role

KONE is looking for a dedicated Customer Service Agent to work the night shift on a two‑year contract. You will be the first point of contact for customers needing urgent, unplanned maintenance or safety assistance, handling calls and other communication channels 24/7.

Key responsibilities

• Answer inbound customer calls and messages within the defined SLA.
• Log and validate unplanned service requests, safety alerts, and entrapment situations.
• Attempt remote troubleshooting and, when necessary, create callouts and dispatch qualified technicians with all required details.
• Provide clear safety instructions to customers and stay on the line until the issue is resolved.
• Maintain accurate records of remote activities, case progress, and final outcomes.
• Coordinate with internal teams for complex cases and ensure follow‑up until closure.

Required profile

• Excellent verbal communication and active‑listening skills.
• Strong empathy and ability to remain calm in emergency situations.
• Willingness to work night‑shift hours and handle high‑pressure calls.
• Attention to detail and ability to follow safety protocols.

Required skills