IBM Internship - Customer support representative

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Angajator: IBM Client Innovation Center Central & Eastern Europe (CEE)
Domeniu:
  • Internship
  • IT Software
  • Tip job: full-time
    Nivel job: Student/Absolvent
    Orase:
  • BUCURESTI
  • 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.

    Cerinte

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

    Requirements

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

    Responsabilitati

    -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