Customer Services Representative with Dutch

Job description

IBM Global Services Delivery Center in Wroclaw employs IT professionals across all sectors. This site is fast becoming a “Centre of Excellence” in key areas of the global technology industry. Few places offer as many opportunities to gain knowledge in your field, to work in a stimulating environment and rewards for outstanding performance as IBM. IBM can provide the perfect setting for your career and freedom to enjoy a rich personal life.

The Customer Service department in Wrocław is a multicultural and multilingual environment where employees support major international clients with all IT requests in different languages in 24/7 service!

Job responsibilities:
·  Be available to receive any new calls at start of shift
·  Ensure consistent productivity and quality of service
·  Meet SLAs and individual KPIs, maintain customer satisfaction
·  Ensure that all tickets are logged and assigned according to the account's procedures
·  Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
·  Handle and assist second level teams with problem determination
·  Escalate queries when required to appropriate personnel
·  Minimize outbound call duration and quantity
·  Monitor ticket queues
·  Apply end to end ticket and call handling expectations of account
·  Escalate any issues as soon as they arise to the appropriate contact
·  Identify knowledge management gaps and drive closure Requirements:
·  Basic IT literacy and willingness to learn
·  High communication skills, customer attitude
·  Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills
·  24/7 shift environment (including nights, weekends and holidays) – if required Employment benefits:
·  Opportunity to work in one of Europe's emerging markets (Poland),
·  Motivating multicultural environment gaining exposure to many areas of the business across the IBM Wroclaw Site Additional Benefits:
·  Trainings and certifications
·  Private medical package and insurance package
·  Multisport Card
·  Working on international projects in multicultural teams
·  Good to be an IBMer discounts
·  Cinema & trips for IBMers
·  Language classes
·  Summer camps for children
Auto req ID

146489BR
Required Education

None
Role ( Job Role )

Service Delivery Specialist
State / Province

DOLNOSLASKIE
Primary job category

Technical Specialist
Company

(1065) IBM Global Services Delivery Centre Polska Sp. z.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

WROCLAW
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

N/A
Skill-keywords

Junior, IT, Dutch, language specialist, entry level
Country/Region

Poland
Preferred Technical and Professional Experience

N/A
Eligibility Requirements

N/A
Position Type

Early Professional
Early Professional Track

Track unaligned
New Collar Role

Yes