Job Descriptions:
- Answer incoming calls from IBM customers to log a problem ticket.
- Arrive to post on time and ready to work assigned hours.
- Manage and respond to telephone calls, emails, electronic system using customer-oriented etiquette.
- Address customer issues, assuring that contract service levels and objectives are met.
- Receive inbound and make outbound calls, as required, for such purposes as resource/parts management, appointment reminders and escalations where required.
- Schedule and place follow-up calls/emails in response to customer inquiries.
- Must be able to maintain strict confidentiality of sensitive information.
- Work with customer service team to attain serviceability improvement and process enhancements.
- Provide necessary IBM product / support process related information.
Education and Experience:
- Minimum Diploma (any background) negotiable
- Required language proficiency (Thai)
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Some experience in a call center or customer service environment (is advantage)
- Good data entry and typing skills
Required Skills:
- Verbal and written communication skills
- Listening skills
- Problem analysis and problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Adaptability
- Team work
- Stress tolerance
- Resilience
