Client Services Coordinator

Role: Client Service Coordinator

Location: Hong Kong

Salary: Negotiable dependent on skills and experience, plus large 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.

We now have a new opportunity for someone to join our highly collaborative Global Support Services team, to assist our blue chip client with their requests and faults. The role will involve making decisions on how the request 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:

• As a Client Service Coordinator, you will 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. Cases are managed from start to end with an emphasis on clear and constant communication to provide a world-class customer service.

• Responsible for day-to-day reactive logging of client requests and faults

• Working closely with the SME (Subject Matter Experts) team to build working relationships for utilisation of increased technical support and understanding

• Keeping lines of communication active between internal and external contacts ensuring updates are frequent and clear

• As a case owner you will need to ensure all parties responsible for the progression of a case are actively updating and working towards a resolution

• Ensuring 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

• Coordinating any repair works of faulty equipment, liaising with manufacturers and in-house repairs whilst taking financial impact into consideration

• Organising engineer attendance globally with the assistance of our global partners

• Liaising with the Field Service Engineering team to dispatch resources locally

• Asset Management, and reporting

• Assisting and identifying with the onboarding process of potential suppliers and partners for us to better support more countries across the globe

Skills & experience:

• Experience working in a fast-paced customer support function

• Strong commercial awareness

• Excellent word and excel skills, working knowledge of functions for both applications required

• Highly organised, with excellent time management and the ability to multi-task

• Strong attention to detail

• Good customer service skills

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 email jobs@kinly.com outlining your requirements. 

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. 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?

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.

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.

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.

We are global: You’ll be working with alongside the world’s leading brands and supporting them on high-profile, international projects.

Equal Opportunities:

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.