Operations Coordinator with Italian

Job description

Operations coordinators will monitor an exception queue in the call management system and have the ability to search an extended range of information sources to validate entitlement to service. Issues must be resolved quickly and accurately in order to maintain customer satisfaction whilst protecting IBM from delivering non-contracted service.

The role will often require the person to investigate contract status with a range of different groups across IBM, including Sales Transaction Support (STS) and the customer account teams.

Coordinators are required to be flexible, and support the performance of other related tasks and activities as directed by Management, such as reporting and Issue escalation where necessary.

Responsibilities:
• Call processing
• Verifying customer entitlements
• Verifying and logging customer requests
• Monitoring incidents statuses
• Entering data and updating files
• Managing Queues
• Routing the call record to the appropriate provider of Service
• Maintaining relationship with customer via constant updates and reports
Auto req ID

276746BR
Required Education

Bachelor's Degree
Role ( Job Role )

Customer Service Representative
State / Province

SOFIA
Primary job category

Technical Specialist
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Technical Diploma
City / Township / Village

SOFIA
Being You @ IBM

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.
Required Technical and Professional Expertise

·  Excellent spoken and written Italian language skills are essential to ensure a positive customer experience, B2 – C2 level.
·  In addition, all candidates should have a good level of spoken and written English as the official work language of the organization.
·  Independent, Self-motivated, Results orientated, Focused, Confident & Flexible.
·  Able to prioritize, organize and work well within a team. Please be aware that whilst the majority of work is conducted in normal business hours, we work in 24/7 shift environment, and there will be a requirement for OOH work including nights, weekends and holidays (There is a financial uplift for night shift).

Candidates will be expected to align their working day to specific business hours and may be required to ensure that holidays (Including local holidays) are taken in line with the assigned market holiday calendar to avoid business impact.

Country/Region

Bulgaria
Preferred Technical and Professional Experience

·  University Degree;
·  Previous experience in a client-facing role;
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

Work Permit
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

TSS Operations Coordinator is the first point of contact for customers raising hardware or software service requests with IBM. The core activity involves receipt of customer issues by phone, e-mail or fax, and creation or update of either a HW or SW Service Request.
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About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.