Customer Service Supervisor

About the role

KONE is seeking a Customer Service Supervisor to lead and develop its Customer Service & Administration team in Istanbul. You will be responsible for implementing the customer service strategy, driving performance, and ensuring operational excellence while aligning with KONE’s processes and business objectives.

Key responsibilities

• Lead, coach, and develop the Customer Service & Administration team, setting clear objectives and supporting continuous development.
• Monitor team performance, KPIs, and SLAs to ensure operational excellence and productivity.
• Foster a collaborative, inclusive, and customer‑focused team culture.
• Ensure compliance with KONE policies, processes, and operational standards.
• Identify opportunities to improve processes, tools, and customer experience using data and feedback.
• Handle customer requests and complaints promptly and effectively.
• Lead implementation of new processes, tools, and changes within the team.
• Maintain contingency and crisis recovery plans.
• Manage team operations and resources within budget.

Required profile

• Bachelor’s degree in Business, Commercial or Technical Sciences.
• Previous experience in customer service, administration, operations or a related environment.
• At least 2 years of people‑leadership experience.
• Strong people‑management and coaching abilities.
• Excellent customer management and problem‑solving skills.
• Strong written and verbal communication skills in English.
• Basic proficiency in Microsoft Office and business applications.
• Organised, data‑driven mindset with ability to turn insights into improvements.
• Proactive approach to communication, collaboration and change.

What we offer

• Opportunity to join a global organization where technology and customer experience intersect.
• Direct impact on customers and on the development and success of your team.
• Collaborative environment that encourages continuous improvement and new ideas.
• Leadership growth opportunities within KONE.
• Focus on employee engagement, sustainability and ethical business practices.