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10.09.2019, Ref.#: 224549BR
★★★★★ Operations Coordinator with German, IBM Bulgaria Ltd.
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за студенти
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Operations Coordinator with German

TSS Operations Coordinator is the first point of contact for customers raising hardware or software service requests with IBM. The core activity involves receipt of customer issues by phone, e-mail or fax, and creation or update of either a HW or SW Service Request.

Operations coordinators will monitor an exception queue in the call management system and have the ability to search an extended range of information sources to validate entitlement to service. Issues must be resolved quickly and accurately in order to maintain customer satisfaction whilst protecting IBM from delivering non-contracted service.

The role will often require the person to investigate contract status with a range of different groups across IBM, including Sales Transaction Support (STS) and the customer account teams.

Coordinators are required to be flexible, and support the performance of other related tasks and activities as directed by Management, such as reporting and Issue escalation where necessary.

Responsibilities:

• Call processing
• Verifying customer entitlements
• Verifying and logging customer requests
• Monitoring incidents statuses
• Entering data and updating files
• Managing Queues
• Routing the call record to the appropriate provider of Service
• Maintaining relationship with customer via constant updates and reports

Additional information:

Please be aware that whilst the majority of work is conducted in normal business hours, we work in 24/7 shift environment, and there will be a requirement for OOH work including nights, weekends and holidays (There is a financial uplift for night shift).

Candidates will be expected to align their working day to specific business hours and may be required to ensure that holidays (Including local holidays) are taken in line with the assigned market holiday calendar to avoid business impact.


Required Technical and Professional Expertise:

• Excellent spoken and written German language skills are essential to ensure a positive customer experience, B2 – C2 level
• In addition, all candidates should have a good level of spoken and written English as the official work language of the organization
• High School Diploma/GED or equivalent
• Good typing and general IT skills.
• Independent, Self-motivated, Results orientated, Focused, Confident & Flexible.
• Able to prioritize, organize and work well within a team.


Preferred Tech and Prof Experience:

• Bachelor's Degree

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.

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