Customer Support Representative - Dispatcher (German and English)

IBM HRVATSKA d.o.o. (5)

Customer Support Representative - Dispatcher (German and English)
  • Country:HR
  • City:Zagreb
  • Category:Technical Specialist
  • Required Education:High School Diploma/GED
  • Position Type:Early Professional
  • Employment Type:Full-Time
  • Contract Type:Regular
  • Company:(0033) IBM Croatia Ltd./IBM Hrvatska d.o.o.
  • Req ID:353225BR
  • Travel Required:No Travel
  • Min Salary:
  • Max Salary:
  • Currency:
View Full Description
Client satisfaction will be your ultimate goal in this role.  As a customer service representative, you will be on the front line serving our customers.  You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!

Your Role and Responsibilities
We require Customer Support Representatives (CSRs) for Resource Management Center. These are entry- level positions with opportunities for development in a fast-paced, fast-growing team.
Resource Management Center 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 on site 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:
Ordering parts
Arranging interventions by examining destination, Field Support Service Representatives skills and availability, part delivery time
Updating customers on service request progress
Updating Field Support Service Representatives on service requests
Track and log information in the system
Monitoring progress and following up on activities
Routing requests to the relevant service provider
Coordinating and expediting requests, time-specific pickups and deliveries and other special requests
Can involve adhering to a 24x7 shift rotation
Other tasks as directed by Management

Required Technical and Professional Expertise
- Effective communication skills- Strong computer skills- Ability to multi-task- Decision making and problem solving skills- Attention to detail and accuracy- Time management and organizational skills- Professional phone etiquette- Team oriented- Customer service skills- German language excellent spoken and written skills- English language excellent spoken and written skills- Good typing skills

Preferred Technical and Professional Expertise
- Additional French language spoken and written skills are preferred
- Previous call centre experience is preferred

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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