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Place of work
Bratislava
Contract type
full-time
Dedicated Complaint Resolution Owner with Spanish language
| Job description |
| As part of this role, you will need to: # Acknowledge ownership to client # Communicate with client on progress # Understand the context and background of the client’s problem/request # Understand what has been done so far to fix the problem # Understand what occurred to prompt the client to complain # Understand the client requested conditions of satisfaction and then negotiate it if needed # Negotiate IBM commitments with client # Develop action plans and drive to resolve # Identify and engage appropriate resources # For SWG, STG and GTS complaints interlock with RTL (Resolution Team Leader) in relevant Project Office if needed # For selected complex complaints or critical situations involve an Expert-DRO (E-DRO) # Recognize major obstacle and escalate if needed # Always the owner of the complaint but can request assistance from an E-DRO # Confirm closure with client # Keep complaint management tool (CMT) updated Required Skills: 1. Direct client contact & problem solving experience Previous experience in dealing directly with clients is essential as is a proven ability to resolve problems. 2. Strong communication skills Require the ability to communicate clearly and in both spoken and written communications. It is essential that communication skills are of the highest standard. Ability to summarize for different audiences is also welcomed. 3. Business networking experience The ability to establish and develop a network of personal contacts and understanding of the IBM sales and support organizations. 4. Excellent co-ordination,leadership & organizational skills Candidates must demonstrate an ability to coordinate issues and multi task within a team business network environment. Personal Attributes a) Language skills Fluent in required languages and cultures. Strong English skills are essential. b) self motivation, continuous learning & drive Drive and enthusiasm to work within the client relations team and ensure the department targets are achieved, including client satisfaction, responsiveness and case closure metrics. c) Team work The ability to work effectively and harmoniously within the client relations team and the supporting Expert-DRO’s is essential. The sharing of information and cooperation with direct and indirect work colleagues is a very important element of performing and developing in the job. d) Escalation capabilities Ability to convince people and escalation of issues to appropriate level of management. e) Excellence in client service & client satisfaction Successful candidates can use great benefits provided by the IBM company for its employees. The benefits support following areas: • Your money Subsidized meal-tickets Special IBM discounts Attractive compensation and benefits Diners club - private credit card Recommend-a-Friend – get a bonus in the employee referral program Contribution to pension plan • Your life Flexible working time Three additional vacation days International environment • Your health Life Insurance Private medical sanatorium Up to three self-recovery days 100% sick leave compensation • Your development Long term career development and possibility of internal rotation Training programs - classroom based training and 5000 e-learning course |
Required
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Preferred
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| 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. |
Additional information
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.
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.
ID: 1909981
Dátum zverejnenia: 25.10.2014
2014-10-25
lokalita: Bratislava Pozícia: Customer Support Specialist Spoločnosť: IBM
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