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.


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.

Zagreb, Hrvatska
Informacione tehnologije ( IT )

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