IT Customer Service Coordinator

Kinly’s Global Services; Breda; Hybrid; EUR 30,000 - 36,000; Full time

Job summary

Kinly in Breda, North Brabant, is seeking a Customer Service Coordinator. You will support Kinly’s global service team, coordinating Field Support Engineers and external resources to deliver high-quality customer service for AV solutions and video conferencing systems. Fluency in Dutch and English is essential.

The role requires IT/AV knowledge, MBO 3/4, and ITIL certification or willingness to obtain it. The position is 1-year contract, 40 hours/week, hybrid work between 8am–6pm, with salary

Qualifications

• Fluency in Dutch and English is essential.
• Understanding of IT or Audio Visual technology to determine tools needed for issues.
• MBO level 3/4 educational background.
• Experience in customer communication and service.
• ITIL certification or willingness to pass.

Responsibilities

• Process work order tasks to ensure Field Support Engineers arrive within defined timescales.
• Schedule Engineers for site visits and arrange replacements or external resources when needed.
• Escalate complex cases to the Support Desk Team Lead or Manager Technical Services.
• Act as contact point for customers and colleagues through the Support Desk.
• Strive for first-time-right resolutions by allocating resources efficiently without compromising quality.
• Prepare and monitor productivity reports, ensure capacity planning, and arrange additional resources as needed.
• Ensure all hours worked by personnel are accurately recorded.

Skills

Dutch language

English language

Coordination

Customer communication

ITIL certification

Education

MBO level 3/4

Job description

Role: Customer Service Coordinator

Contract: 1-year contract initially

Hours: 40 hours per week – Kinly operate a hybrid model, allowing for a mix of office/homeworking, but hours will be between 8am and 6pm

Location: Breda, North Brabant

Salary: €2.700 – 3.250 per month, plus company benefits

Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision.

As our business and client base continues to develop further, we now have a new opportunity for a proven Customer Service Coordinator to join our highly collaborative and engaged global customer support team in Breda, where you will work as part of Kinly’s global service team, being responsible for supporting Kinly customers, who use our high-end implemented audiovisual solutions and video conferencing systems.

You will act as a key link between the customer and the various teams within the department and wider organisation to ensure optimal service delivery, resulting in the highest possible level of customer satisfaction.

You will also be responsible for the accurate and efficient planning of Field Support Engineers, as well as external agencies and freelancers performing support activities – this is a true coordination position.

Key Responsibilities:

• Process work order tasks arising from incidents to ensure Field Support Engineers arrive at customer locations within the defined timescales

• Schedule Engineers for customer site visits, including arranging team replacements or external resources when necessary

• Escalate technical and/or complex cases in a timely manner to colleagues, the Support Desk Team Lead, or the Manager Technical Services

• Act as a point of contact for both customers and colleagues through the Support Desk

• Be jointly responsible for achieving “first-time right” resolutions by allocating resources appropriately, balancing efficiency and cost savings without compromising quality or service levels

• Prepare and monitor productivity reports, ensure correct capacity planning, and arrange additional resources or escape where capacity shortages occur

• Ensure that all hours worked by personnel are accurately recorded and registered

Skills & Experience:

• Fluency in Dutch and English is essential

• Understanding of IT or Audio Visual technology to determine which tools are needed for which issue

• MBO working and thinking level, level 3 /4

• Experience in customer communication and service

• ITIL certification or willing to pass

Accessibility & Support

If you are selected for an interview and require reasonable accommodations, please inform the Talent Acquisition team when scheduling the interview.

Need the job posting or application information in a different format? Please email [e-mail] with your request.

Equal opportunities

Kinly is committed to equal employment opportunities. All qualified candidates will be considered regardless of gender, age, gender identity, pregnancy, colour, national origin, sexual orientation, disability, religion, or any other protected characteristic. We look forward to receiving your application.