TSS Customer Service Center Representative
IBM -
Cairo, EgyptPosted 4 years ago245People have clicked1 open position
Job Details
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Job Description
Responsibilities:
- Working according to TSS GSDP (Global Service Delivery Process) Process.
- Takes Hardware calls in all languages defined in the skill profile in a friendly and competent manner.
- Entitles the Customer's request.
- Creates a Service Request in the HW Problem Management System (RCMS + Solve Direct).
- Documents all relevant data in the Service Request.
- Routes the Service Request to the respective front office.
- Keep active monitoring of all open Service Requests and ensure timely closing.
- Takes SW calls in all languages defined in the skill profile in a friendly and competent manner.
- Entitles SW Customer requests.
- Creates a PMR in the SW system.
- Documents all relevant data in the PMR.
- Routes the service requests to the respective front office.
- Maintain engineers / BP's availability list and assign the Service Request to the appropriate resource according to skills and availability.
- In case of problems alerts the RRC Focal Point and / or management.
Job Requirements
Required Technical and Professional Expertise
- University Graduate with one or two years’ experience in customer service position.
- English – Fluent (Written & Spoken)
- Windows and Microsoft Office knowledge.
- Efficient knowledge of relevant systems and tools.
- Good communication Skills
- Customer service skills
- Reliable and self-dependent
- Quality driven
- Team player
- Flexibility to work 24 X 7 shift basis.
Preferred Technical and Professional Expertise
- Knowledge of IBM organization, products and services.
- French language proficiency
