Customer Service Representative with German (Cisco project)

Job ID GPSD-0614168 Job type Full-time Regular Work country Bulgaria Position type Professional Work city Sofia Posted 22-Oct-2013 Travel No travel Job area Operations (all other) Business group Global Process Services Delivery Job category Enterprise Operations Business unit CRMSolns&Del Job role CRM Delivery Cust Svc Rep Job role skillset General Commissionable/Sales-Incentive jobs only No

Job description

Interested in representing one of the best known global brands around? If you're a pro-active, customer-oriented professional, read on. IBM is looking for top-notch Customer Relationship Management (CRM) Delivery Customer Service Representatives (CSR). Do you have what it takes? Responsibilities: Provide front office support to Customers by initiating and answering Contacts, creating and processing Service Requests, resolving Customer issues, and documenting and communicating actions taken for the Service Categories related to: Order Processing: process Customer orders for client products, services, and solutions, including fax, B2B, and web-based orders. Order Changes and Management: process requests for order changes and cancellations. Client Internet Tools: address Customer questions and requests concerning the use of a suite of Client’s Internet-based applications, including creating, changing, and correcting user profiles and access levels for such applications. Order Expedite: process Customer requests to expedite a delivery. Requests for Order Status and Other Order Management Information: provide information to Customers in response to inquiries about the status of an order. Post Ship: resolve issues arising after the shipment of an order. Service Entitlement onto Contract and Service Contract Changes: process requests to manage products from one service contract to another. Sales Support: process requests from Client’s sales representatives and external Customers. Customer Data: create, update, and manage records in Client's Customer database for billing, shipping, and install site locations, update Customer records related to discounts and other Customer profile information. Job Requirements: - Experience on a customer facing role - Excellent communication and negotiation skills and telephone manner - Ability to listen actively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs - Ability to effectively probe customers to obtain information needed to process customer requests - Ability to quickly resolve problems effectively and to quickly make decisions to support customer queries and resolve customer issues - Good organizational skills and ability to work towards meeting targets and deadlines - Initiative and self driven person who is willing to learn and takes accountability of own personal skill development and expertise - Ability to work in a fast-paced environment - Ability to work in a team and effectively interact with employees at all levels of the organization - Ability to maintain confidentiality in all relationships - Ability to adhere to all organizational policies and procedures - Experience in a multicultural environment is an advantage Computer skills - Excellent computer literacy - Experience with Oracle or Web-based applications is an advantage

Required Bachelor's Degree At least 6 months experience in In customer service environment, requiring organisation, analytical skills and attention to details English: Fluent German: Fluent

Preferred At least 1 year experience in In customer service environment, requiring organisation, analytical skills and attention to details

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.