Customer Services Representative with Italian – (105106)

IBM Global Services Delivery Center in Wroclaw employs IT professionals across all sectors. This site is fast becoming a “Centre of Excellence” in key areas of the global technology industry. Few places offer as many opportunities to gain knowledge in your field, to work in a stimulating environment and rewards for outstanding performance as IBM. IBM can provide the perfect setting for your career and freedom to enjoy a rich personal life.

The Customer Service department in Wrocław is a multicultural and multilingual environment where employees support major international clients with all IT requests in different languages in 24/7 service!

Job responsibilities:

  • Be available to receive any new calls at start of shift
  • Ensure consistent productivity and quality of service
  • Meet SLAs and individual KPIs, maintain customer satisfaction
  •  Ensure that all tickets are logged and assigned according to the account's procedures
  • Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
  • Handle and assist second level teams with problem determination
  • Escalate queries when required to appropriate personnel
  • Minimize outbound call duration and quantity
  • Monitor ticket queues
  • Apply end to end ticket and call handling expectations of account
  • Escalate any issues as soon as they arise to the appropriate contact
  • Identify knowledge management gaps and drive closure
  • Basic IT literacy and willingness to learn
  • High communication skills, customer attitude
  • Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills
  • 24/7 shift environment (including nights, weekends and holidays) – if required
  • Package in a private health center- Medicover
  • Insurance package- Generali
  • Mutlisport card- access to lots of sport clubs, discounts in restaurants
  • IBM badge discounts
  • Free of charge training's during working hours
  • Real possibility of promotion
  • Possibility of being transferred to other teams/departments/business units in Poland and abroad
  • Summer camps for children
  • Winter ski tramps

Thu, 14 Feb 2019 10:13:47 +0100

Poland Dolnoslaskie

IBM GSDC

Permanent
Customer Service
Language/ English, Italian

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