Customer Service Representative - Warranty Claims

Job description

  [Daily Operations]
·  Handle in bound and out bound calls & manage email queries
·  Analyse request and ability to make judgement based on checklist/rules/policy
·  Validation and audit of abnormal claims based on policy
·  Route request to appropriate departments based on policy and approval requirement
·  Warranty Bills Verification
·  Check and Validate warranty claims
·  Request approval, and/or escalate to level 2 teams when required
·  Monitor and improve aging items by the following:
·  Identify common errors and issues to management team
·  Resolve concerns and close pending claims by coordinating and chasing concerned parties
·  Improve overall hold claims
·  Warranty closing
·  Pre-closing of warranty activity
·  Warranty claims invoice management when/where required
·  [VOCs for Warranty Claims]
·  Address and ensure complete resolution on concerns and issues
·  Ensure resolution is in compliant with processes and closed on time
·  [Others]
Miscellaneous requests concerning Warranty Claims.

Auto req ID

186880BR
Required Education

Associate's Degree/College Diploma
Role ( Job Role )

Service Planning Representative
State / Province

SELANGOR
Primary job category

Product Services
Company

(0088) IBM Malaysia Sdn. Bhd.
Contract type

Fixed Term - Long Term
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GBS
Preferred Education

Bachelor's Degree
City / Township / Village

PETALING JAYA
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

· 
Min Diploma in any area of study

·  Fresh Graduates with good customer services skills will be considered
·  Or
·  2-3 years of experience in handling administrative work or in a customer service role
·  Experience in G-ERP or SAP will be an added advantage

Country/Region

Malaysia
Preferred Technical and Professional Experience

·  Excellent Customer Service skills
·  Proactive in handling tasks
·  Could navigate computer systems and applications quickly & efficiently
·  Skills in MS Excel Language
·  Must have good English Language skills, both written and spoken for English Operations Or
Must have good language skills, both written and spoken for Language Operations (Thai, Indonesian, Vietnamese, Tagalog) and basic spoken English (for internal communication purposes).
Secondary Job Category

Other Product Services
Eligibility Requirements

N/A
Position Type

Early Professional
Early Professional Track

Track unaligned
New Collar Role

Yes