Customer Service Representative - Proyectos Especiales / Cobrables

MEXICO CITY, DISTRITO FEDERAL

This role advises and guides the customer regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the customer by answering questions and responding to customer requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the customer, advising on potential resolutions and their implementation, and play a key role in overall customer satisfaction.The employee focuses on individual/team objectives and development of professional effectiveness.

Skills:

Environment:
Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.

Communication/Negotiation:
Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.

Problem Solving:
Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.

Contribution/Leadership:

Works on professional projects;work is often reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.

Impact on Business/Scope:

Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer
satisfaction, or impact immediate costs or expenses.
This role advises and guides the customer regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the customer by answering questions and responding to customer requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the customer, advising on potential resolutions and their implementation, and play a key role in overall customer satisfaction.The employee focuses on individual/team objectives and development of professional effectiveness.

Group ID: GTS
Brands: IBM
Country: Mexico
Job Family: Not Applicable

Tipo: Tiempo completo

Experiencia: Principiante

Categoría: Other

ID de Referencia: 91196BR

Fecha publicada: 31/03/2017