11 days old

Customer Support Representative (Bilingual German and English)

  • Job Code
Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, lets talk!

Your Role and Responsibilities

We require Customer Support Representatives (CSRs) for a variety of client management roles. These are entry-level positions with opportunities for development in a fast-paced, fast-growing team.

Call Entry and Entitlement Exception CSRs are the first point of contact for our clients, and as such they are ambassadors of our business and service. The core activity involves receipt of customer issues via phone, e-mail or chat, and the creation of hardware or software service requests.

Delivery Assistance Team CSRs are the link between the client and our Field Service Organisation. They have a vital role to allow our Service to be fulfilled with highest customer satisfaction. The core activity involves scheduling and management of on site interventions at client locations, including parts ordering and engineer scheduling. It involves internal and external communication via phone, e-mail or chat, plus management of service requests in our tools.


May include:

Answering customer calls

Verifying customer requests & entitlement

Logging and updating service requests

Updating customers on service request progress

Updating Field Support Service Representatives on service requests

Ordering parts

Monitoring calls and following up on activities

Routing requests to the relevant service provider

Can involve adhering to a 24x7 shift rotation

Other tasks as directed by Management


Required Professional and Technical Expertise

-General IT awareness will be considered as advantage

-Good MS Office skills

-Client Focus

-Team player

-German language excellent spoken and written skills

-English language excellent spoken and written skills

-Good typing skills

-Very good communication skills

Preferred Professional and Technical Expertise

-additional French and/or Italian language spoken and written skills are preferred

-Previous client handling/facing experience is preferred

-Previous call centre experience is preferred

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 isthe place for you!

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
BMs 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.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

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.



  • Computers Software and Hardware
Posted: 2019-08-10 Expires: 2019-09-09

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