Our company:For a century, IBM has evolved from a small business that manufactures scales, clocks and tabulating machines into a globally integrated enterprise with more than 400,000 employees and a clear vision for the future.We are looking for people who share our values for personal and professional integrity, driving progress and focusing on clients, abiding by the principle that changing the way our planet works is achievable if we put our hearts and minds to it and THINK. Our center:The Client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global scale in the company, operating in a 24x7 environment and hosting a wide range of services and professionals.Two years into operation, the Center now provides end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software covering some of the biggest world markets –US, Canada, Europe, Australia and New Zealand. The roles:We require Customer Support Representatives (CSRs) for a variety of client management roles. These are entry-level positions with opportunities for development in a fast-paced, fast-growing team. Call Entry and Entitlement Exception CSRs are the first point of contact for our clients, and as such they are ambassadors of our business and service. The core activity involves receipt of customer issues via phone, e-mail or chat, and the creation of hardware or software service requests. Delivery Assistance Team CSRs are the link between the client and our Field Service Organisation. They have a vital role to allow our Service to be fulfilled with highest customer satisfaction. The core activity involves scheduling and management of onsite interventions at client locations, including parts ordering and engineer scheduling. It involves internal and external communication via phone, e-mail or chat, plus management of service requests in our tools. Responsibilities:May include:Answering customer callsVerifying customer requests & entitlementLogging and updating service requestsUpdating customers on service request progressUpdating Field Support Service Representatives on service requestsOrdering partsMonitoring calls and following up on activitiesRouting requests to the relevant service providerCan involve adhering to a 24x7 shift rotationOther tasks as directed by Management Development opportunities within the team include, but are not limited to:Handling entitlement exception casesOrdering parts for service requestsScheduling and organizing part returnsScheduling field engineer visits to customer sitesExpand skills into a technical carrier at IBM as remote support specialistOur employees can profit from numerous learning programs and explore the career paths that will allow them to become the best professionals in the field they have chosen to develop in. In IBM we have realized that career and personal growth for our employees means growth for the company and we have put it at the top of our agenda. Part-time applications will be considered.
General IT awareness will be considered an advantageGood MS Office skills are preferredPrevious call centre experience is preferredPrevious client handling/facing experience is preferred
Global Compentency Center (TSS)