IBM Customer Support Representative (ENG/GER/FRE) in ZAGREB, Croatia

Job Description

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 calls

Verifying customer requests & entitlement

Logging and updating service requests

Updating customers on service request progress

Updating Field Support Service Representatives on service requests

Ordering parts

Monitoring calls and following up on activities

Routing requests to the relevant service provider

Can involve adhering to a 24x7 shift rotation

Other tasks as directed by Management

Development opportunities within the team include, but are not limited to:

Handling entitlement exception cases

Ordering parts for service requests

Scheduling and organizing part returns

Scheduling field engineer visits to customer sites

Expand skills into a technical carrier at IBM as remote support specialist

Our 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.

TSSCICCroatia

Required Technical and Professional Expertise

  • General IT awareness will be considered as advantage

  • Good MS Office skills

  • Client Focus

  • Team player

  • Excellent command of spoken and written skills of both German and French language

  • Good command of English

  • Good typing skills

Preferred Tech and Prof Experience

  • Good knowledge of Italian language is an advantage

  • Previous client handling/facing experience is preferred

  • Previous call center experience is preferred

EO Statement

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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.