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.
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
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.
Required Technical and Professional Expertise
General IT awareness will be considered as advantage
Good MS Office skills
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
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.