IT Customer Service Coordinator (Dutch & English speaking)

Kinly; Breda; Hybrid; EUR 30,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Company benefits

Job summary

Kinly is seeking a Customer Service Coordinator in Breda to join our global service team. The role coordinates Field Support Engineers and external resources, ensuring timely on-site visits and high customer satisfaction. Fluency in Dutch and English, IT/AV knowledge, and ITIL awareness are essential in a busy hybrid environment with a strong focus on service delivery.

Qualifications

• 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.

Responsibilities

• Process and coordinate work orders for Field Support Engineers to meet defined timescales.
• Schedule engineers for on-site visits and arrange substitutes or external resources when needed.
• Escalate technical or complex cases to the Support Desk or Manager Technical Services.
• Act as the main point of contact for customers and colleagues through the Support Desk.
• Strive for first-time-right resolutions by allocating resources efficiently without compromising service levels.
• Prepare productivity reports and ensure capacity planning; manage resources to cover shortages.

Skills

Dutch language

English language

IT/AV knowledge

Customer service experience

ITIL awareness

Education

MBO level 3/4

Tools

IT tools

Job description

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

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 elevate 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.

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.