HomeNabídky Customer Service Representative - 1st level support - German and English Language

Customer Service Representative - 1st level support - German and English Language

Work country: Czech Republic
Work city: Brno
Travel: No travel

Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and assigned accordingly. The CSR is responsible mainly to:

Náplň práce

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 Severity 1 & 2's appropriately
Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
Handle and assist OSS (second level) 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

Požadavky

Required
  • High School Diploma/GED
  • Basic knowledge in Apply Call Handling Standards
  • Basic knowledge in Analyze Customer Technical Requirements
  • Basic knowledge in Problem Determination
  • At least 6 months experience in General IT skills
  • English: Fluent
  • German: Fluent

Preferred
  • Bachelor's Degree
  • At least 6 months experience in Apply Call Handling Standards
  • At least 6 months experience in Analyze Customer Technical Requirements
  • At least 6 months experience in Problem Determination
  • Additional information

Odměny a benefity

We would like to kindly ask you, for smoother processing of your application, to state in "Additional remarks" field earliest possible date you can join IBM Delivery Centre CE Brno site.
Please be aware we work in 24/7 shift environment (including nights, weekends and holidays). 

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Netradiční benefity

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IBM

3500 zaměstnanců 3 nabídky práce

IBM v Brně je jedním z největších a nejrozmanitějších center IBM svého druhu

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