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IBM Dispatch/Parts Order Coordinator with French in Sofia, Bulgaria

Introduction

At IBM, work is more than a job - it is a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you have never thought possible.

IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software, and multi-vendor support services to our customers worldwide.

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk!

Your Role and Responsibilities

We are looking for a career minded and independent Dispatch/Parts Order Coordinator with French for our Control Center in the TSS Organization, who will be the face of the company, on the front line serving our customers. The core activity is monitoring for incoming new cases for on-site scheduling and coordination of the resources (field engineers and parts) in order to make sure that a successful intervention will take place. This is done by direct communication with clients and senior management, ordering parts, chasing our parts providers regarding parts issues, assigning field engineers, arranging accesses, etc.

The Dispatch/Part Order Coordinator is the person who identifies and resolves complex HW problems with the focus on the client side (no technical skills are required). This is one of the most dynamic roles within our TSS organization and is a great start for your development within the company by giving you a complete overview of the Customer Support end to end process. It will help you build a network within the company that will support you for your future development. Coordinators are required to be team players - working in constant communication with the rest of the team members. They need to be flexible and adept in supporting the performance of other related tasks and activities as directed by the Management, such as reporting, issue escalations, problem solving, innovation suggestions, etc.

This role will boost your career and provide an excellent opportunity to build the knowledge and experience supporting your career aspirations.

Responsibilities:

  • Monitoring incidents statuses

  • Entering data and updating files

  • Managing queues

  • Routing the case records to the appropriate provider of Service

  • Maintaining relationship with customer, RTS and Field via constant updates and reports

  • Ordering parts

  • Scheduling interventions

  • Reporting

  • Being aware of customer specifics and knowing how to handle them

  • Maintaining our data bases and processes, so that they are up-to-date

  • Being part of the innovation and improvement process of the team

  • Respecting client specifics

  • Achieving client/internal SLAs and KPI

Required Technical and Professional Expertise

Excellent spoken and written French 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.

  • High School Diploma/GED or equivalent

  • Good typing and general IT skills.

  • Independent, Self-motivated, Results orientated, Focused, Confident & Flexible.

  • Able to prioritize, organize and work well within a team.

Preferred Technical and Professional Expertise

N/A

About Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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