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

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!  Currently we are looking for Customer Services Representative with Dutch.


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