Customer Service Representative - 1st level support - Polish and English language

Job ID GPSD-0592370 Job type Full-time Complementary Work country Czech Republic Position type Professional Work city Brno Posted 01-Nov-2013 Travel No travel Job area IT & Telecommunications (non consulting) Business group Global Process Services Delivery Job category Technical Services Business unit GlobalOps Job role Customer Service Representative Job role skillset Service Desk Delivery Commissionable/Sales-Incentive jobs only No

Job description

Customer Service Representative Reporting to Team Leader (functional), People Manager (Management) 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: • 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 We offer: • Permanent full-time employment in stable multinational corporation • Opportunity for career growth • Use of English and other languages on a daily basis • Training and an opportunity for a professional growth • Work in multicultural environment

Required High School Diploma/GED Basic knowledge in Apply Call Handling Standards Basic knowledge in Analyze Customer Technical Requirements Basic knowledge in Problem Solving Basic knowledge in Lotus notes English: Fluent Polish: 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 Solving At least 6 months experience in Lotus notes

Additional information 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.