IBM Internship - Customer support representative

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Angajator: IBM Client Innovation Center Central & Eastern Europe (CEE)
  • Internship
  • IT Software
  • Tip job: full-time
    Nivel job: Student/Absolvent
  • Actualizat la: 11.11.2016
    Scurta descriere a companiei

    IBM Client Innovation Center Central & Eastern Europe (CEE) was established in 2012 by joining several centers in Europe. The Delivery Center is part of a global network of 80 similar centers and uses the best IBM methods of work, global processes and techniques. The center has achieved CMMI Level 5 (Capability Maturity Model Integration) and its mission is to provide customers with software solution customized to their global business needs.


    To apply for this internship program you will need be a student or an absolvent of a faculty.
    Duration: 3 months


    * Student/ Bachelor's Degree
    * Office Skills (necessarily Excel)
    * English: Fluent


    -Act as the single point of contact to the customer for all types of service requests
    -Pre-process service requests as they arrive through email, manual entry, or direct customer input
    -Assign internal technical resources to the open tickets raised by customer
    -Monitor resource schedules to ensure prompt time entry on service requests
    -Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
    -Improve customer service, perception, and satisfaction
    -Fast turnaround of customer requests
    -Ability to work in a team and communicate effectively
    -Enter all work as service tickets into Helpdesk Ticketing System
    -Resolve calls in a calm and professional manner, including answering questions or giving advice where appropriate
    -Provide excellent customer service
    -Use computer systems to manage dispatch schedules, record call details, and create reports
    -Adhere to strict delivery deadlines
    -Effectively manage own workload, and work unsupervised
    -Perform basic administrative work, including data entry
    -Demonstrate strong questioning and assessment skills when speaking to someone in an emergency, handle each call with calmness, and update the caller with any relevant information as soon as possible