Our world has never been more alive with opportunities and, at Kyndryl, we\u2019re ready to seize them. We are combining the mentality of a start-up with the footprint of a market leader. We\u2019re a new organization, but we\u2019re also a $19 billion company with 88,728 employees.\u202f We have more than 4,000 clients \u2014 including 75 of the Fortune 100 \u2014 and we operate in 63 countries.<\/p>\n
Kyndryl is at the heart of progress \u2014 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\u2019ll provide plenty of opportunities to make that happen.<\/p>\n
We\u2019re hiring for a variety of skillsets from technical specialists to sellers, architects and consultants. We know we need all types of talent to make sure Kyndryl delivers seamless and singular experiences for our customers.<\/p>\n
<\/p>\n
<\/p>\n
<\/p>\n
<\/p>\n
Job Title: IT Technical Support Representative with Dutch<\/strong> Job Summary:<\/strong> Spends majority of time handling inbound contacts in a call centre environment ie. inbound calls, web tickets \/ chats, performing callbacks (outbound calls) & handling emails. Responsibilities:<\/strong>
\nLocation:<\/strong> South Africa<\/p>\n
\nDuties & Responsibilities
\nSummary<\/p>\n
\nForwards highly complex calls to the appropriate second level support team.
\nTakes ownership for and closes loop, ensuring customer satisfaction.<\/p>\n
\nDetermines caller\u2019s identity and confirms serial \/ employee number if necessary
\nHandles and closes loop on first contact resolution calls.
\nForwards complex queries to the appropriate knowledgeable source
\nFulfills and closes customer requests.
\nRequires command of written and verbal communication.
\nRequired to understand Helpdesk queue system and where to refer calls.
\nRequires accuracy in handling incoming calls and web requests which can have an impact on revenue and Kyndryl\u2019s overall customer satisfaction.
\nAccurately represents Kyndryl\u2019s quality image and focus on customer satisfaction.
\nExercises tact and courtesy when handling calls.
\nHandles calls according to Kyndryl\u2019s and the Call Centre quality and productivity standards
\nConsistently ensures customer satisfaction
\nTakes ownership for and closes loop, ensuring customer satisfaction.
\nRequired to record accurate and legible customer and call details in ticket management tool.
\nPerforms and closes loop on first contact resolution queries for the customer.
\nReceives web requests, conducts outbound calls within prescribed service level agreements.
\nAccomplishes overall objectives of the job; provide support to customers within sponsor countries; within prescribed guidelines and ensure that customer BP satisfaction and Kyndryl\u2019s focus on quality is adhered to.
\nEnsure adherence to Kyndryl\u2019s business controls in all areas
\nMaintains an up to date and current knowledge base of all Kyndryl processes and systems in relation to our customers.
\nAssumes additional responsibility as and when required.
\nExperience or knowledge of Kyndryl\u2019s call handling standards, practices and procedures.
\nDesired Experience & Qualification
\nExcellent verbal and written communication skills
\nFluency in native language – Dutch is a MUST.
\nFluency in English is mandatory, both written and verbal.
\nEfficient computer \/ keyboard skills
\nExcellent team player
\nExperience in a call centre \/ service delivery environment (IT support highly advantageous)
\nExcellent time management and ability to work shifts, weekends and Public Holidays (where needed)
\nAmbition to extend technical knowledge
\nUnderstanding of Kyndryl\/ THE CUSTOMER business
\nAbility to quickly assimilate technical and non-technical information.
\nExcellent customer service skills with ability to deal with customers (regardless of level of seniority) in an efficient and courteous manner
\nStress tolerance – ability to diffuse irate end users as well as handle high call volumes.<\/p>\n