Customer Service Manager with English

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. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, let’s talk!
The Client Management Team members are the main focal point for the customers that they are assigned to. They make sure that the clients receive exceptional service while the business sales goals are supported. They develop, implement and maintain client service strategies that will increase sales while providing a positive experience for all customers. The main areas of responsibilities for the Client Management organization are SLAs/KPIs management, customer satisfaction, inventory management and reviews.

Your Role and Responsibilities

The Customer Service Manager will be a North America client leader to provide leadership on a single or multiple accounts to support the client need. Customer satisfaction will be your main focus within this role. You will manage medium to large complex maintenance contracts, be responsible for solving client’s inventory and billing issues, manage hardware and software escalations, assist in renewing maintenance contracts, and provide the day to day management of service delivery.
Key responsibilities include, but are not limited to:

– Delivery Management: ensures customers contractual agreement are met; Develop/Lead corrective actions
– Lead and collaborate across teams to develop account management and delivery procedures
– Drives CSAT and implements customer satisfaction programs
– Strong organization and tracking of deliverables
– Contract management, including change management and new customer requirements
– Billing and invoicing, cost management including cost take-out initiatives as required

This role would be supporting US customers on US working hours with some flexibility.

What we offer:

Company-paid training and certifications
Work in a team with leading specialists
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team
Hybrid working model with flexibility to work from home on a regular basis
A workplace in an open, friendly hi-tech environment
Recognition awards
Special offers and discounts/ corporate badge program
Eco friendly travelers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program

Required Technical and Professional Expertise
– Fluent English (C1), previous experience in a direct client facing role and understanding of client management concept
– Attitude to learn and grow is a MUST have ingredient You have to bring.
– Excellent presentational, communication, interpersonal and time management skills are desired, however, the extra mile and smile is what makes the difference.
– Problem-solving and strong decision-making skills upon acting under difficult circumstances
– Open mindset to voice new ideas and bring them to life.
– Experience with PM practices
– Excellent computer skills – MS Office (Work, Power point, Excel)


Preferred Technical and Professional Expertise
• 1-3 years of specific experience in call center, field services, or parts management is a plus

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

31.05.2023

Организация:

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

Детайли за организацията:

Повече информация за Ай Би Ем България ЕООД може да получите ТУК