Callout agent
- Answers customer calls and contacts through other channels within the target SLA
- Creates callouts (entrapment calls, unplanned service), gathers information and dispatches technician with all needed details.
- Receives Immediate Service Needs from 24/7 connected services, creates the callout and dispatches Maintenance Technicians
- Receives safety alerts and contacts technician by phone to check he/she is ok.
- Keeps customer informed on progress
- Calls back to KRMS and talks with passenger in elevator
- Keeps the passenger(s) safe in Safety hazard situations with clear and useful instructions.
- Gives entrapments his/her full attention, shows empathy and stays with the customer all the way
Inbound agent
- Answers customer calls and contacts through other channels within the target SLA
- Receives and resolves customer queries
- Receives, logs and assigns complaints
- Proactively updates customer contact data and follows process ...