Customer Service Representative with French and English
Location: IBM Delivery Centre Poland in Wroclaw
Job description
Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, assigned accordingly. The CSR is responsible mainly to:
- 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 Severity 1&2's appropriately
- Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
- Handle and assist OSS (second level) 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
Required:
- Excellent communication and customer care skills
- Intermediate level of English
- Fluent in another European language: French
- Stress-resistant, enthusiast and willing to work in a team
- Ability to operate well in an international environment, multicultural environment
- Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills
- 24/7 shift environment (including nights, weekends and holidays) – if required
Preferred:
- At least 6 months experience in Apply Call Handling Standards
- At least 6 months experience in Analyze Customer Technical Requirements
- At least 6 months experience in Problem Solving
Required
- Bachelor's Degree
- English: Intermediate
- French: Fluent
Preferred
- Master's Degree in Information Technology
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.
