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IBM Operations Coordinator Italian
Bulgaria, Sofia
954548501

Today

Your Role and Responsibilities

Coordinators are required to be flexible, and support the performance of other related tasks and activities as directed by Management, such as reporting and Issue escalation where necessary.

Responsibilities:

• Call processing

• Verifying customer entitlements

• Monitoring incidents statuses, managing queues and updating files

• Routing the call record to the appropriate provider of Service

• Maintaining relationship with customer via constant updates and reports

Please be aware that whilst the majority of work is conducted in normal business hours, we work in 24/7 shift environment, and there will be a requirement for out-of-hours work including nights, weekends, and holidays (There is a financial uplift for night shift).

Required Technical and Professional Expertise

Excellent spoken and written Italian 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
Independent, self-motivated, results-orientated, focused, confident & flexible
Able to prioritize, organize and work well within a team

Preferred Technical and Professional Expertise