Dispatch-Jobs in United States

Social network you want to login/join with:

Kinly

Sunbury-on-Thames, United Kingdom

Customer Service

Yes

923122c4270b

3

18.04.2025

02.06.2025

Location: Sunbury or London, UK (Kinly operate a hybrid working arrangement, allowing for a mix of office/homeworking)

Salary: £27,000 - £29,000 (depending on experience), plus company benefits

Kinly is a global leader in Audio Visual and Unified Communications technology, partnering with numerous high-profile organizations to enhance collaboration, engagement, and productivity. We design, engineer, and support AV and collaboration technology solutions that deliver real business value and exceptional user experiences.

Currently, we have a new opportunity for someone to join our client service team and be an important part of our Global Support function, assisting clients with their requests and faults. The role will involve making decisions on how requests should be dealt with, what follow-up action is required, and then channeling the information and requests to the relevant people for subsequent action.

Key Responsibilities:

1. Act as a first point of contact for the client to ensure their requests and faults are delivered punctually at scheduled times and in accordance with agreed SLAs.
2. Responsible for day-to-day reactive logging of client requests and faults while constantly being aware of the impact on the client.
3. Work closely with the SME (Subject Matter Experts) team to build working relationships for utilization of increased technical support and understanding, leading to an expedited resolution of faults and trend analysis.
4. Keep lines of communication active between internal and external contacts ensuring updates are frequent and clear.
5. As a case owner, ensure all parties responsible for the progression of a case are actively updating and working towards a resolution.
6. Ensure case management for support issues, projects, and Managed On-Site queries and requests are in line with the client’s processes and our contractual obligations for the client.
7. Coordinate any repair works of faulty equipment, liaising with manufacturers and in-house repairs while taking financial impact into consideration.
8. Organize engineer attendance globally with the assistance of our global partners ensuring that they attend the site in the requested SLA time frames and provide satisfactory resolutions.
9. Liaise with the Field Service Engineering team to dispatch resources locally and align SME remote support to be available should it be required.
10. Asset Management and weekly/monthly/quarterly reporting.
11. Involvement in the service handover from Projects for clients to understand their support available and the contractual obligations agreed.
12. Assist and identify with the onboarding process of potential suppliers and partners for us to better support more countries across the globe.
13. Identify asset changes to client estates during case management and notify the responsible team with clear and accurate information.

Skills & Experience:

1. Positive attitude and proven experience in a coordination position.
2. Able to be self-motivated and work under pressure, often to deadlines.
3. Keen and willing to learn new skills.
4. Attention to detail, with the ability to multi-task.
5. Proven experience in being able to prioritize.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please either email [emailprotected] outlining your requirements; or you can view the vacancy via the Kinly page on Vercida which allows you to customize the content so that you can review in a way that works best for you.

About Kinly:

Kinly is the globally trusted AV and UCC technology advisor to world-class organizations. Our solutions drive maximum collaboration, engagement, and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location, or project size. We design, engineer, and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Why Kinly?

1. We are experienced: When you join our family, you’ll be part of a multi-award-winning team made up of the industry’s most innovative professionals.
2. We are proven: The world’s leading global businesses rely on us to deliver secure and reliable meeting experiences. Come with us on our journey.
3. We are independent: We partner with the world’s best AV vendors to deliver our customers unrivalled access to cutting-edge technology tailored to their exact needs.
4. We are global: You’ll be working alongside the world’s leading brands and supporting them on high-profile, international projects.

At Kinly, we are unified by a commitment to providing a working environment that is as inclusive, responsible, and welcoming as possible for all our teams and prospective employees. We provide equal employment where all applicants are encouraged to apply, regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion, or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive. We welcome your application and look forward to seeing you at Kinly soon.