Customer Service Agent – Night Shift (2‑Year Contract)

About the role

KONE is looking for a 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, safety assistance, or general inquiries, operating 24/7.

Key responsibilities

• Answer inbound calls, messages and other channels within SLA, log and validate customer requests, and attempt remote resolution.
• Create and manage callouts for unplanned service or safety incidents, dispatch technicians with full details, and keep customers informed of progress.
• Handle safety alerts, provide clear instructions to passengers in elevators, and stay with them until help arrives.
• Conduct outbound activities such as post‑call surveys, nursing calls, and campaign outreach, ensuring data is up‑to‑date.
• Escalate complex cases to second‑line support or specialized admin teams while maintaining ownership of the case.

Required profile

• Strong written and spoken communication skills in local languages.
• Previous experience in a customer service or call‑center environment is an asset.

What we offer

• Career progression opportunities within a global organization.
• Comprehensive learning and development programmes.
• Total reward elements that motivate and engage employees.
• A collaborative, inclusive workplace with supportive colleagues.