Introduction
Aplicar habilidades de comunicação e organização: comunicar-se de forma eficaz e clara em um ambiente multicultural. Atuar no cumprimento de prazos, utilizando habilidades organizacionais. Aplicar o conhecimento dos processos administrativos do cliente na entrega de serviços. Conhecer o Acordo de Nível de Serviço, medições, relatórios, créditos e penalidades e políticas organizacionais internas e padrões aplicáveis ao desenvolvimento de processos de suporte ao cliente.
Aplicar o conhecimento prático das estratégias administrativas do cliente de acordo com a adaptação das políticas, procedimentos e resultados internos existentes para atender às mudanças nos requisitos do cliente, nas condições de mercado ou nas melhorias contínuas de processo da IBM.
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Your role and responsibilities
Será responsável pela organização e pelo processamento preciso e oportuno de serviços de atendimento back office e todas as tarefas relacionadas para atingirmos os objetivos de negócios acordados. Garantindo a entrega de um serviço de alta qualidade focado no cliente para clientes externos. Pensar junto para implementar mudanças nos procedimentos e controles. Focados em operacionalizar com qualidade os serviços solicitados e manter a melhor entrega no tempo acordado sobre os processos associados às suas atribuições ou aos objetivos gerais da equipe.
Required education
Associate's Degree/College Diploma
Required technical and professional expertise
Realizar boa comunicação escrita e falada junto ao atendimento realizado aos clientes. Compreender e recomendar ações que podem ser consideradas para resolver os problemas do cliente ou questões nesta área. Se aplicável, direcionar a experiência do cliente com procedimentos de auditoria e controle.
Alto grau de empatia para aconselhar clientes e ter a melhor resolução para o mesmo. Conhecimento de sistemas de atendimento e processos tais como: SAP, BI, AGV, SAC, Call Center, Reclamações (Reclame Aqui e outros).
Formado ou em formação Graduada, áreas como: Administração, Tecnólogos ou engenharias e afins.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients 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?
ABOUT IBM
IBM'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.
OTHER RELEVANT JOB DETAILS
All our positions are eligible for people with disabilities PwD or rehabilitated.