Service Sales Officer

Telesales to create opportunities proactively

  • Phone sales to core 2 and core 3 customers including maintenance contract conversions,
  • renegotiations and new digital services. Can sell VB repairs through campaigns

  • Proactive creation and development of customer relationships
  • Creates, qualifies and communicates leads and sales opportunities for entire KONE sales team
  • e.g. cross-selling)

  • Responsible for making courtesy calls
  • Takes care of inbound and outbound telesales
  • Ensures successful conversions with existing and new maintenance customers
  • Driving execution of her / his individual sales plan
  • General responsibilities for all core 2 and 3 customers
  • Responsible for gathering relevant information about market and competitors while interacting
  • with customers

    Renegotiation and cancellation prevention

  • Renegotiates expiring contracts proactively, if any
  • Responds and resolves cancellation risks
  • Defends price escalation and resolve issues
  • Monitor and resolve suspended contracts if any
  • Complaint and query handling

  • Solves complaints with the rest of KONE team
  • Handles queries
  • Supports the finance function in money collection
  • Support sales people

  • Qualifies leads and plans and schedules visits for farmer
  • Data quality and communications to ensure customer experience

  • Coordinates technical problems with supervisor and technicians
  • Coordinates with supervisor and technicians in case of technical problems or new opportunities
  • Monitors the leads and new opportunities in CRM and assigns them to right person
  • Follows customers not visited; calls and identifies level of satisfaction and opportunity
  • Documents the customer and contact information, maintains customer data
  • Responsibilities in modernization sales :

  • Identifies, develops and follows up existing opportunities of modernizations while calling
  • customer for maintenance topics

  • Can sell VB Repairs in campaigns
  • Follows up the modernization opportunities forecasted for the month and pushes for
  • appointment for salesperson

  • Identifies inspection and KONE Care for Life (C4L) opportunities and push for negotiation
  • Coordinates with supervisor / technicians when site survey is required before new offer for
  • modernization

  • Ensures customer satisfaction Potential additional responsibilities :
  • Supports hunter in the following areas (exact work split between hunter and sales specialist may vary country by country)
  • Books appointments, generating leads in LIO and using KONE Tools
  • Calls customers based on the target list and fixing appointments (considering various factors e.g. location, other appointments)
  • Informs hunter about the appointments
  • Updates CRM according to the communication of the hunter on outcomes of the meetings
  • Creates opportunities and offers with the basic information wherever required
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