Customer Support Representative (Bilingual German and English)

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

Auto req ID

165825BR
Required Education

High School Diploma/GED
Role ( Job Role )

Customer Service Representative
State / Province

ZAGREBACKA ZUPANIJA
Primary job category

Technical Specialist
Company

(0033) IBM Croatia Ltd./IBM Hrvatska d.o.o.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

ZAGREB
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.
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 German language
-Good command of English language
-Good typing skills
-Very good communication skills
Country/Region

Croatia
Preferred Technical and Professional Experience

-Previous client handling/facing experience is preferred
-Previous call center experience is preferred
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

N/A
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes