Job description
Customer Service Representative Reporting to Team Leader (functional), People Manager (Management) Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and 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 front-line 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 languages:
English: Fluent
Portuguese: Fluent
Required
High School Diploma/GED
At least 6 months experience in Helpdesk
At least 6 months experience in General IT skills
English: Fluent
Portuguese: Fluent
Preferred
Bachelor’s Degree
At least 1 year experience in Helpdesk
Additional information
We would like to kindly ask you, for smoother processing of your application, to state in “Additional remarks” field earliest possible date you can join IBM Delivery Centre CE Brno site.
Please be aware we work in 24/7 shift environment (including nights, weekends and holidays).
Fonte: IBM
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