Service Customer Care & Administration Coordinator

Job title: Service Customer Care & Administration Coordinator

Purpose of the Role

As the primary point of contact for the Service business, you will be responsible for handling customer service activities related to incoming and outgoing communications, managing call-outs and service requests, and performing the associated administrative tasks. The role ensures a smooth customer experience and effective information flow between customers, technicians, suppliers, and internal stakeholders.

Key Responsibilities

• Receive and manage incoming service-related customer contacts and call-outs in accordance with KONE standards, while ensuring maximum compliance with applicable SLAs.
• Identify, register, and manage customer-reported incidents and call-outs, ensuring that each case is routed to the appropriate department. Monitor cases continuously until successful resolution and intervene proactively where necessary to ensure SLA compliance. Keep customers informed throughout the process.
• Complete and maintain accurate administration of completed tasks within KONE systems and continuously monitor case status and data quality.
• Conduct regular customer satisfaction follow-up calls after the completion of services and tasks, gathering customer feedback and supporting continuous improvement initiatives.
• Forward customer requests, inquiries, and incoming emails to the appropriate teams or colleagues while adhering to agreed SLA requirements and ensuring appropriate follow-up.
• Maintain daily communication and collaboration with external service providers supporting the Service business.
• Work in close cooperation with the Office Assistant and provide backup support when required, including but not limited to:
• Registration and processing of incoming and outgoing post
• Invoice administration
• Handling general KONE telephone inquiries
• Provide administrative support to the Service Department.
• Prepare reports, statistics, summaries, and performance data for management.
• Communicate regularly with international colleagues and participate in cross-functional and international projects.

Requirements

Experience

• Previous experience in a fast-paced customer service environment.

• Experience with CRM systems and/or ERP/business management systems is considered an advantage.

• Competencies

• Strong customer focus and service mindset.

• Can-do attitude.

• Fast, accurate, and detail-oriented working style.

• Ability to perform repetitive tasks with a high level of accuracy.

• Flexibility and empathetic approach.

• Strong multitasking abilities and effective prioritization skills to ensure SLA compliance.

• Eagerness to learn and openness to new projects, processes, and technologies.

• Excellent verbal and written communication skills.

• Proactive attitude and problem-solving approach.

• Good computer skills, including Microsoft Office applications.

• Languages

• English (minimum B2 level, spoken and written).

• Croatian and/or Slovenian language skill is an asset.

• Hungarian language knowledge.

What We Offer

• Opportunity to work for a multinational company.
• Stable, secure, and fully registered employment in a growing industry.
• Competitive fixed salary.
• Cafeteria benefit package.
• Life insurance.
• Private health insurance.
• Free access to a contracted premium wellness and fitness center.
• Work-life balance with a manageable workload.
• Monday to Friday schedule with a single-shift working pattern.
• Company mobile phone with internet access.
• Supportive local and international team environment.
• Professional development and career advancement opportunities.

We are looking forward to getting to know you!