The Customer Service Representative (CSR) is responsible for handling information inquiries or requests about products, services or personnel received via telephone, fax, e-mail or other means, from customers, IBM personnel or business partners. Services provided may include, but are not limited to, the following: General inquiry support, service delivery support, education enrollment assistance, business partner service, data base management. They perform interrelated activities that deliver the primary service provided by the business function. They have knowledge and experience in using a few specialized tools and procedures to address the requester's needs. Primary measurement is customer satisfaction with the handling of the requests. The employee performs multiple repetitive tasks or multi-step processes.
Expertise in one main activity (equipment, machine, operation, process steps). Awareness of work done by team members or interrelated activities.
Exchanges job or activity related information through listening, clarification and understanding.
Use standard tools, techniques, procedures to identify routine problems, and select appropriate actions to solve problems. Structured analysis and interpretations may be required.
Performs a variety of assigned tasks and works within well established procedures.
Work is subject to general review.
May provide practical assistance.
Impact on Business/Scope:
Accountable for individual results.
Work output has immediate affects on work-team or department results.
Auto req ID
High School Diploma/GED
Role ( Job Role )
Customer Service Representative
State / Province
Primary job category
(0804) IBM Business Transformation Center, S.r.l.
Is this role a commissionable/sales incentive based position?
IBM Business Group
High School Diploma/GED
City / Township / Village
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.
Required Technical and Professional Expertise
· High School Diploma/GED
· At least 6 months experience in Customer service and communication skills
· At least 6 months experience in Oriented to technical Support
· English: Fluent (90%)
· Portuguese: Fluent (90%)
· Spanish: Fluent (90%)
Preferred Technical and Professional Experience
We are looking for Technical support Agents to provide level 1 technical support
· Customer Service Experience.
· Oriented to technical area either studies or experience.
· English required.
· Portuguese required
· Schedule availability
Secondary Job Category
Technical Services Specialist
Early Professional Track
Industry Early Professional
For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role
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 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 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!
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.