IBM Customer Service Representative 

Malaysia, Selangor 

447944146

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 :
[Daily Operations]

• Handle in bound and out bound calls & manage email queries
• Analyse 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 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 compliant with processes and closed on time

[Others]

• Miscellaneous requests concerning Warranty Claims.

• Fluent in English

Requirements:

• Fresh graduates 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

Please refer to JD above.
Preferred Technical and Professional Expertise

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