Operations Coordinator with Spanish

Описание

Introduction
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
TSS Operations Coordinator is the first point of contact for customers raising hardware or SW service requests with IBM. The core activity involves receipt of customer issues by phone or e-mail , 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).


Required Technical and Professional Expertise
Excellent spoken and written Spanish 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 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.
•Good analytical and problem-solving skills.
•Sales Force experience will be considered as advantage.


Preferred Technical and Professional Expertise
Bachelor’s Degree

Изисквания към кандидата

Езикови познания:
Английски език, Испански език

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

Образование:
Бакалавър

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

07.02.2023

Организация:

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

Детайли за организацията:

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