Dutch Customer Care Consultant

6 months ago

Sandton, South Africa Kyndryl Full time

Who We Are

Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities.

The Role

Have you been wanting to get into IT but don’t have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem? Want a chance to see lots of career options up close before you choose your path forward? Then there’s a good chance you’ll love being a Customer Service Representative at Kyndryl.

Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a Customer Service Representative, you’ll be the face and voice of Kyndryl, helping customers solve their problems every day.

You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you’ll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors.

You can become an expert with Microsoft 365, especially Excel, and get trained on a variety of different platforms. And you can earn certifications including Google Cloud, Azure, Microsoft, etc. In fact, the learning opportunities are what most people like best about this role. It’s fun, challenging, and fast-paced - you definitely won’t be bored

**Responsibilities**:
- Determines caller’s identity and and follows security protocol as per the policy to authenticate caller- Handles, performs troubleshooting, logs incident and concludes query for first contact resolution contacts within the defined SLA’s / KPI measurements.- Assigns complex queries to the appropriate knowledgeable source- Fulfills and closes customer requests.- Requires minimum B1 level command of written and verbal communication (Dutch & English)- Required to understand and follow the call flow process and where to refer calls.- Accurately logging incidents as per the ticket logging process for all incoming requests whilst exercising soft skills in engagement to strive for positive customer satisfaction results.- Practices the quality management fundamentals and achieves the expected key performance target for Quality evaluations.- Exercises courtesy, empathy and excellent etiquette in all contacts to maintain Kyndryl and the customer Quality objective.- Adheres to and practices the Kyndryl and customer security protocol diligently in all engagements.- Strives to achieve and maintain a strong first contact resolution %.- Ensure accuracy and legible customer and call details in ticket management tool.- Adheres to availability targets for operations (i.e. manages AUX code usage)- Adherence to all Kyndryl and customer business controls and completes the mandatory training within target deadlines.- ‘Flags’ feedback for Knowledge management articles for improvements.- Strives to identify improvements / initiatives to enhance the support provided to the customer and eliminate waste.- Practice the Agile behaviours & methodologies and actively participate and contribute towards Agile retro’s, stand-ups and reviews.- Must be focused on learning by following the upskilling path as defined to support the customer as well as individual learning plans to obtain certificates.

Your future at Kyndryl

This is a true “start here, go anywhere” opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you’re open and borderless - naturally inclusive in how you work with others.

Required Skills and Experience- Mandatory to hold minimum level B1 Dutch written and verbal language skills.- Fluency in English is mandatory, both written and verbal.University qualification mandatory- Excellent verbal and written communication skills- Efficient computer / typing skills (min 35 wpm)- Excellent team player and illustrate flexibility where required / requested.- Experience in a customer care centre / service delivery environment preferred- Excellent time management and ability to work shifts, weeke

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