Responsibilities and key activities:

Inbound Agent:

• Respond to customer calls and queries across multiple channels within service level agreements (SLAs).
• Resolve customer inquiries efficiently and escalate complex issues as needed.
• Log and classify complaints, ensuring timely assignment and resolution.
• Maintain and update customer contact and equipment master data.
• Create and document cases for every customer interaction, ensuring accuracy and completeness.
• Take ownership of first-line queries and ensure prompt resolution.
• Identify potential sales leads and forward them to the sales team.
• Manage inbound claims by logging complaints in CRM, coordinating with quality managers, and following up on resolution and customer satisfaction.

Outbound Agent:

• Conduct transactional surveys (e.g., Net Promoter Score and customer satisfaction surveys).
• Engage with customers to identify sales opportunities and support lead generation.
• Maintain and nurture Core 3 VA clients through regular communication.
• Handle inbound customer queries when needed.
• Ensure customer data is accurate and up to date.
• Support local marketing efforts by participating in customer outreach campaigns.
• Conduct welcome calls for new customers to enhance their onboarding experience.

Callout Agent (Support Function):

• Respond to emergency service calls (e.g., elevator entrapments and urgent maintenance requests).
• Gather information and dispatch technicians with complete service details.
• Monitor and respond to alerts from 24/7 connected services, ensuring prompt action.
• Contact technicians to confirm their safety in response to safety alerts.
• Keep customers informed about service progress and resolution timelines.
• Communicate directly with passengers trapped in elevators, providing clear guidance and reassurance.
• Prioritize safety, demonstrating empathy and professionalism in high-stress situations.

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