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Place of work
Apollo II, Mlynske Nivy 49, Bratislava
Contract type
full-time
Dedicated Complaint Resolution Owner with Spanish
Job DescriptionWith 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.
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, Systems & Technology Group and Global Technology Services complaint 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
Personal Attributes
a) Language skills
Fluency in Spanish and English skills is essential.
b) Self motivation, continuous learning & drive
Drive 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 and 5000 e-learning
Required Technical and Professional Expertise
Direct client contact & problem solving experience
Previous experience in dealing directly with clients is essential as is a proven ability to resolve problems.
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.
Business networking experience
The ability to establish and develop a network of personal contacts and understanding of the IBM sales and support organizations
Excellent co-ordination, leadership & organizational skills
Candidates must demonstrate an ability to coordinate issues and multi-task within a team business network environment.
Preferred Technical and Professional Experience
Knowledge of IBM business partners and clients
Eligibility Requirements
None
Required Education
Bachelor's Degree
Preferred Education
Master's Degree
Travel Required
No Travel
IBM Business Group
T&O
Is this role a commissionable/sales incentive based position?
No
Country
Slovakia
State / Province
BRATISLAVSKÝ KRAJ
City / Township / Village
BRATISLAVA
EO Statement
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 also committed to compliance with all fair employment practices regarding citizenship and immigration 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: 2541015
Megjelentetés dátuma: 30.4.2016
2016-04-30
Régió: Bratislava Pozíció: Office Manager Cég: IBM