Customer Service Representative - 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, and 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.

Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM login details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl.

For further information on privacy, please visit www.kyndryl.com/privacy.

Your Role and Responsibilities

Summary:

• Spends majority of time handling inbound contacts in a call centre environment ie. inbound calls, web tickets/chats, performing callbacks (outbound calls) & handling emails.
• Forwards highly complex calls to the appropriate second-level support team.
• Takes ownership of and closes the 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 Technical Support Representative (TSR) must provide excellent customer service.
• The task is responsible for handling incoming contacts (email, telephone, chat) customer queries from the customer’s employees globally.
• Timely resolution of critical customer requests to ensure THE CUSTOMER's 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 should have a desire to develop knowledge on Kyndryl / THE CUSTOMER applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Mainframe applications, and Global Web architecture. The TSR also handles hardware-related queries related to desktops and think Pads.
• The TSR must manage their time to meet SLAs 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

• Excellent verbal and written communication skills
• Fluency in native language (German).
• Fluency in English is mandatory, both written and verbal.
• Efficient computer / keyboard skills
• Excellent team player
• In-depth knowledge of Windows Operating Systems or Networking highly advantageous.
• Experience in a call centre / service delivery environment (IT support highly advantageous)
• Excellent time management and ability to work shifts, weekends and Public Holidays (where needed)
• Ambition to extend technical knowledge.
• Understanding of Kyndryl/ THE CUSTOMER business
• Ability to quickly assimilate technical and non-technical information.
• Excellent customer service skills with ability to deal with customers (regardless of level of seniority) in an efficient and courteous manner
• Stress tolerance - ability to diffuse irate end users as well as handle high call volumes.
• ITIL knowledge is highly advantageous

Preferred Technical and Professional Experience

• Cope with the stresses and demands that are associated with the job and/or the work environment so that acceptable and defined levels of performance and overall contribution are maintained. (While all jobs involve dealing with stresses, the particular stresses may vary job to job)
• Adaptable and flexible to work environment including, but not limited to, working overtime, as business needs may require, handling multiple tasks concurrently, and easily adapting to new assignments, system, tools; produce clear, concise, accurate written communication, clearly conveying thoughts and ideas to peers, management, and customers; establish and maintain positive work relationships with peers, management, and customers displaying willingness to understand diverse points of view; learn and apply new equipment and tools within an acceptable time frame; Assume ownership of assignments, completing commitments on time.
• Complaint handling and escalation's
• Project work outside of normal job specification from direction of HD Mgr