Customer Service Representative - English Speaking

The Programme

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!

What You Will Do 

Daily Operations

• Handle inbound and outbound calls & manage email queries. 
• Analyze request and ability to make judgement based on checklist/rules/policy. 
• Validation and audit of abnormal claims based on policy. 
• Route request to appropriate departments based on policy and approval requirement. 
• Warranty Bills Verification. 
• Check and Validate warranty claims. 
• Request approval, and/or escalate to level 2 teams when required.

Monitor and improve aging items by the following:

• Identify common errors and issues to the management team. 
• Resolve concerns and close pending claims by coordinating and chasing concerned parties 
• Improve overall hold claims. 
• Warranty closing. 
• Pre-closing of warranty activity. 
• Warranty claims invoice management when/where required.

VOCs for Warranty Claims

• Address and ensure complete resolution on concerns and issues. 
• Ensure resolution is in compliance with processes and closed on time.

Others

• Miscellaneous requests concerning Warranty Claims.

Required Skills and Abilities

• Languages 
• Fluent in English. 

Required Technical and Professional Expertise 

• Fresh graduates or up to 3 years of relevant work experience in a Customer Service BPO or any other industry in warranty bills verification, warranty claims and product return. 
• Ability to communicate with accuracy and clarity both verbally and written in English.

Preferred Technical and Professional Expertise

• Exposure to warranty bills and warranty claims, product return. 
• Experienced in Procure to Pay procedures and delivery.

About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that are the backbone of the world’s economy. IBM Services partners with the world’s leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence. 
 
Your life at IBM

In a world where technology never stands still, we understand that dedication to our client’s success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. 
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. 
 
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team-focused approach to include different perspectives to drive exceptional outcomes for our customers. 
 
The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. 
 
Are you ready to be an IBMer?