Customer Support Representative - Control Centre (German and English)

Job description

Introduction
The Client Innovation Center Zagreb in Croatia is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.
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 control focal interacting with internal and external clients, vendors, and senior management, to coordinate our delivery services. If solving problems and helping others succeed excites you, let’s talk!

Your Role and Responsibilities
Control Centre Customer Support Representative is responsible for organisation and control of HW service delivery to our clients. They must ensure that the right Field Technicians and products are dispatched to the right location on time.
CC CSR is responsible for coordination of Field Technicians' daily schedule. Field Technicians are dispatched to customer's sites to install/repair/maintain HW. Prioritisation of jobs in each of the technician's area through both knowledge of the area supported and independent decision making techniques are basic requirement of this role. CC makes business planning ensuring spare parts reach their destination safely, securely and on time. CC CSR also performs various administrative tasks in order to promote local IBM business efficiency and support of business processes and best practices.
In order to be successful in this role, the following qualities have been identified as critical assets: adaptability, problem solving and decision making skills, multi-tasking, time management as well as the ability to build relationships quickly with internal customers supported remotely.
Agents will work in a team atmosphere that is fast paced and agile to a changing environment.

Responsibilities:
·  balancing technician schedule efficiency and productivity given customer expected arrival time
·  ensuring customer appointment times are met
·  reprioritisation of jobs as required to meet customer commitments
·  providing timely customer notification on appointment changes or delays
·  problem solving of scheduling exceptions brought forth such as sooner requests, pending requests and escalated customer inquiries
·  providing of daily communication between technicians, customers, management and other support teams through various communication channels
·  coordinate and track movement of parts to destination
·  dispatch of technicians to emergency customer requests after business hours and facilitation of technician timely response
·  various administrative duties such as on time contact and arrival tracking, in order to best support local IBM teams and promote an increase level of customer satisfaction
·  24/7 rotation, allowing flexible working options

Required Technical and Professional Expertise

·  strong communication and customer service skills
·  analytical and problem solving skills
·  ability to multi-task at an efficient speed
·  very good organisational and time management skills
·  ability to work well with others – team collaboration
·  computer skills
·  fluency of both German and English language in speaking and writing

Preferred Technical and Professional Expertise

·  previous call centre experience is preferred