IBM Jobs
Introduction
The IBM Control Center encompasses 'non-technical client support' roles, which support the client case lifecycle through manual case creation, administrative support and exception handling.
Our team members execute various functions spanning from client case handling (through e-mail, phone or system) and entitlement validation to resource management/dispatch of technical team, while working with clients to manage their expectations.
The Control Center team plays a vital role in the overall technical support lifecycle as an exception handling team and works in close collaboration with the other IBM functions.
Your Role and Responsibilities
Operations Coordinator is the first point of contact for customers raising hardware or SW service requests with IBM. The core activity involves receipt of customer issues by phone, e-mail, and creation or update of either a HW or SW Service Request.
Operations coordinators will monitor an exception queue in the client service management system and have the ability to search an extended range of information sources to validate entitlement to service. Issues must be resolved quickly and accurately in order to maintain customer satisfaction whilst protecting IBM from delivering non-contracted service.
The role will often require the person to investigate contract status with a range of different groups across IBM, including Sales Transaction Support (STS) and the customer account teams.
Coordinators are required to be flexible, and support the performance of other related tasks and activities as directed by Management, such as reporting and Issue escalation where necessary.
Responsibilities:
Call processing
Verifying customer entitlements
Monitoring incidents statuses, managing queues and updating files
Routing the call record to the appropriate provider of Service
Maintaining relationship with customer via constant updates and reports
Additional information:
Please be aware that whilst the majority of work is conducted in normal business hours, we work in 24/7 shift environment, and there will be a requirement for out-of-hours work including nights, weekends, and holidays (There is a financial uplift for night shift).
Required Technical and Professional Expertise
Excellent spoken and written Dutch language skills are essential to ensure a positive customer experience (CEFR grade B2 or C1)
In addition, all candidates must have an excellent standard of spoken and written English as the working and social language of the call center
Independent, self-motivated, results-orientated, focused, confident & flexible
Able to prioritize, organize and work well within a team
Preferred Technical and Professional Expertise
About Business UnitIn this role, you'll work in our IBM Client Innovation Center (CIC), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. These centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
