Dispatch/Parts Order Coordinator with French

Описание

Introduction
At IBM, work is more than a job – it is a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you have never thought possible.
IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software, and multi-vendor support services to our customers worldwide.
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 Role and Responsibilities
We are looking for a career minded and independent Dispatch/Parts Order Coordinator with French for our Control Center in the TSS Organization, who will be the face of the company, on the front line serving our customers. The core activity is monitoring for incoming new cases for on-site scheduling and coordination of the resources (field engineers and parts) in order to make sure that a successful intervention will take place. This is done by direct communication with clients and senior management, ordering parts, chasing our parts providers regarding parts issues, assigning field engineers, arranging accesses, etc.

The Dispatch/Part Order Coordinator is the person who identifies and resolves complex HW problems with the focus on the client side (no technical skills are required). This is one of the most dynamic roles within our TSS organization and is a great start for your development within the company by giving you a complete overview of the Customer Support end to end process. It will help you build a network within the company that will support you for your future development. Coordinators are required to be team players – working in constant communication with the rest of the team members. They need to be flexible and adept in supporting the performance of other related tasks and activities as directed by the Management, such as reporting, issue escalations, problem solving, innovation suggestions, etc.

This role will boost your career and provide an excellent opportunity to build the knowledge and experience supporting your career aspirations.

Responsibilities:

Monitoring incidents statuses

Entering data and updating files

Managing queues

Routing the case records to the appropriate provider of Service

Maintaining relationship with customer, RTS and Field via constant updates and reports

Ordering parts

Scheduling interventions

Reporting

Being aware of customer specifics and knowing how to handle them

Maintaining our data bases and processes, so that they are up-to-date

Being part of the innovation and improvement process of the team

Respecting client specifics

Achieving client/internal SLAs and KPI


Required Technical and Professional Expertise

Excellent spoken and written French language skills are essential to ensure a positive customer experience (CEFR grade B2 or C1).
• In addition, all candidates must have an excellent standard of spoken and written English as the working and social language of the call center.
• 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 Technical and Professional Expertise

Изисквания към кандидата

Езикови познания:
Английски език, Френски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

04.01.2022

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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