Strona www IBM Client Innovation Center Wroclaw & Katowice
IBM has operated in Poland since 1991. In 2010 IBM opened IBM CIC Polska which is the biggest Center in Europe.
The Customer Service department in Wrocław is a multicultural and multilingual environment where employees support major international clients with all IT requests in different languages in 24/7 service! Job responsibilities: • Be available to receive any new calls at start of shift • Ensure consistent productivity and quality of service • Meet SLAs and individual KPIs, maintain customer satisfaction • Ensure that all tickets are logged and assigned according to the account’s procedures • Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call • Handle and assist second level teams with problem determination • Escalate queries when required to appropriate personnel • Minimize outbound call duration and quantity • Monitor ticket queues • Apply end to end ticket and call handling expectations of account • Escalate any issues as soon as they arise to the appropriate contact • Identify knowledge management gaps and drive closure Requirements: • Dutch fluent • Basic IT literacy and willingness to learn • High communication skills, customer attitude • Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills • 24/7 shift environment (including nights, weekends and holidays) – if required Additional Benefits: • Trainings and certifications • Private medical package and insurance package • Multisport Card • Working on international projects in multicultural teams • Good to be an IBMer discounts • Cinema & trips for IBMers • Language classes • Summer camps for children “Would you like to work in a worldwide environment where your ideas and needs are supported? Yes, it is because we believe in the people we are leading and with whom collaborating on a daily basis! Join the Service Desk Team here in Wroclaw where people’s thoughts are valued. Passion, trust, curiosity and dedication to client’s success are our key drivers!” Fabrizio Collura, Mobile Client Care Services – Service Desk Manager
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