Customer Service Representative

3 days ago

Johannesburg, South Africa Kyndryl Full time

518772BR

**Why Kyndryl**

Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.

**Your Role and Responsibilities**

Summary:

- Forwards highly complex calls to the appropriate second level support team.
- Takes ownership for and closes loop, ensuring customer satisfaction.

**Responsibilities**:

- Determines caller’s identity and confirms serial / employee number if necessary
- Handles and closes loop on first contact resolution calls.
- Forwards complex queries to the appropriate knowledgeable source
- Fulfills and closes customer requests.
- Requires command of written and verbal communication.
- Required to understand Helpdesk queue system and where to refer calls.
- Requires accuracy in handling incoming calls and web requests which can have an impact on revenue and Kyndryl’s overall customer satisfaction.
- Accurately represents Kyndryl’s quality image and focus on customer satisfaction.
- Exercises tact and courtesy when handling calls.
- Handles calls according to Kyndryl’s and the Call Centre quality and productivity standards
- Consistently ensures customer satisfaction
- Takes ownership for and closes loop, ensuring customer satisfaction.
- Required to record accurate and legible customer and call details in ticket management tool.
- Performs and closes loop on first contact resolution queries for the customer.
- Receives web requests, conducts outbound calls within prescribed service level agreements.
- Accomplishes overall objectives of the job; provide support to customers within sponsor countries; within prescribed guidelines and ensure that customer BP satisfaction and Kyndryl’s focus on quality is adhered to.
- Ensure adherence to Kyndryl’s business controls in all areas
- Maintains an up to date and current knowledge base of all Kyndryl processes and systems in relation to our customers.
- Assumes additional responsibility as and when required.
- Experience or knowledge of Kyndryl’s call handling standards, practices and procedures.

Detailed Responsibilities:

- The TSR must provide excellent customer service.
- Timely resolution of critical customer requests to ensure THE CUSTOMER business continuity is required.
- First Contact resolution rate of 80 % is required, in other words, the TSR should resolve 80% of their inbound requests themselves.
- The TSR must be customer centric and ensure their full commitment to customer SLA’s and KPI’s.
- The TSR must manage their time to meet SLA’s on problem updates and ACD targets.
- The TSR must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer’s query at all times.
- Problem determination and recording of accurate details on all incoming queries and problems is required.
- Record accurate details of all actions taken when performing call/queue management
- The TSR deals with both technical and non-technical people at all levels within the organisation they support.
- The TSR uses acquired knowledge to assist other members of staff.
- The TSR plays an active part in the induction of new members of staff.
- The TSR plays an active and important part in improving quality.
- The TSR ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc).
- Undertake internal and external training as required.
- The TSR continuously strives to improve technical ability.
- The TSR MUST ensure that Aux Work Codes are used accurately.
- The TSR must adhere to the monthly schedules as provided by the team leader.
- The TSR must adhere to scheduled times for break, lunch and off-phone time.
- The TSR must ensure that all users are kept fully up-to-date on the progression of their problem.
- The TSR must liaise with the Subject matter Expert team and the Problem and Change Management team members as required.

**Required Technical and Professional Expertise**

Native language skills Previous customer service experience IT fundamentals

**Preferred Technical and Professional Experience**
- ITIL knowledge highly advantageous
- In-depth knowledge of Windows Operating Systems or Networking highly advantageous.

**Required Education**

High School Diploma/GED

**Preferred Education**

High School Diploma/GED

**Country/Region**

South Africa

**State / Province**

GAUTENG

**City / Township / Village**

Johannesburg

Kyndryl is commit

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