Dutch Customer Care Consultant - Sandton at Kyndryl

he 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.

A Customer Service Representative combines the know-how of tech support with problem solving and customer service, so bring your people skills and we’ll teach you the rest. It’s a fun and fast-paced role where you’ll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you’ll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care.

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, weekends, and South African Public Holidays (as per schedule and communicated).
• Ambition to learn and develop further through training / upskilling programmes.
• Ability to diffuse irate customers, handle high incoming contact volumes and practice strong customer service skills.
• ITIL certification (highly advantageous)

 Knowledge of Windows, Mac, or Linux operating systems

•  Support help desk knowledge
•  Troubleshooting and problem-solving skills
•  Customer support knowledge
•  Active listener with flexibility to modify approach and adapt to customer needs

Preferred Skills and Experience

•  Experience working with Windows, Mac, or Linux operating systems
•  Troubleshooting and problem-solving expertise
•  Support help desk experience
•  Customer support experience
•  Experience modifying approaches and adapting to customer needs