This is position for IBM in Brno and it includes support provision to end customers via phone or via another interactive form of communication. Language and communication skills are essential for these positions, previous experience in the field of IT is an advantage but not necessary.
Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and assigned accordingly.

The CSR is responsible mainly to
? 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 Severity 1 and 2's appropriately
? Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
? Handle and assist OSS 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 mgmt gaps and drive closure

Job Requirements
? Excellent communication and customer care skills
? Basic IT knowledge - hardware, software, applications, connectivity, etc. - familiar with PC systems as end user
? Must be fluent in English and one other European language, primarily French and German but others are also very welcome ? Dutch, Russian, Spanish, Italian, Portuguese, etc.
? Stress-resistant, enthusiast and willing to work in a team
? Ability to operate well in an international environment, multicultural environment
? Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills
? 24/7 shift environment including nights, weekends and holidays ? if required

We offer
? Motivating salary and additional attractive performance based rewards.
? Extra pay if on sick leave
? Extra pay if working on 3 shift model - about 20 to 25 % towards your salary
? 4 weeks paid holiday plus 1 week paid time off
? Temporary accommodation
? Relocation package up to 15 000 CZK