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Place of work
Bratislava
Contract type
full-time
Dedicated Complaint Resolution Owner with French language
| Job description |
| With today’s convergence of data and technology come transformation and opportunity – not only in industry, but also in the workplace. New roles are being created that never existed before to meet the demands of this transformation. At IBM, we’re looking for candidates to fill a wide variety of positions for this new era in our Sales Transaction Support Organisation. IBM Sales Transaction Support plays a unique and integral role in driving key business decisions, supporting operations and influencing business results. Sales Transaction Support operates as a values-driven team, we are trusted advisors to the business operations and we support all business units in all geographic areas. Join us and discover what you can make of this moment. 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 Software Group, System and Technology Group and Global Technology Services 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 Annual performance bonus payment Subsidized meal-tickets Special IBM discounts Diners club - private credit card Recommend-a-Friend – get a bonus in the employee referral program • Your life Flexible working time Three additional vacation days International environment • Your health Life Insurance 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 |
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: 2030158
Dátum zverejnenia: 8.1.2016
2016-01-08
lokalita: Bratislava Pozícia: Complaints Department Clerk Spoločnosť: IBM
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