Introduction
The Client Innovation Center Zagreb is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.
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 control focal interacting with internal and external clients, vendors, and senior management, to coordinate our delivery services. If solving problems and helping others succeed excites you, let's talk!
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Your Role and Responsibilities
As a Customer Service Representative, you're not just answering calls or responding to emails-you're solving problems, creating positive experiences, and building lasting relationships with clients.
Your first interaction might involve a client needing urgent assistance. With your calm demeanor and quick problem-solving skills, you guide them to a solution, turning a stressful moment into a relief-filled experience. By the time the call ends, you've earned their trust and gratitude.
Later, you're coordinating with a technician to ensure a service is completed on time. You prioritize schedules, solve logistical challenges, and ensure the client is kept informed every step of the way. Your decisions don't just resolve today's issue-they build confidence in the company's reliability.
Every interaction, whether with a client, a technician, or a colleague, reinforces your role as the linchpin that holds the operation together. You're not just part of the team; you're at the center of ensuring every customer feels valued, every service runs smoothly, and every challenge is met with confidence and care.
By the end of the day, you've not only met your responsibilities but have also left a series of positive impressions-on customers who feel heard, on colleagues who appreciate your collaboration, and on the organization that thrives on your dedication.
24/7 rotation, allowing flexible working options
Required Technical and Professional Expertise
- Proficiency in English (B2-C1) and German (B2-C1) is a key requirement for this role.
- Problem-solving skills and making confident decisions in demanding situations are vital
- Flexibility and adaptability to technology are essential, as you'll need to thrive in a dynamic environment and adjust to changing priorities with ease.
- Prioritization, organization, and time management skills are necessary to effectively meet deadlines and manage multiple responsibilities.
- Teamwork and collaboration skills are essential, as you'll work closely with diverse teams to achieve shared goals and deliver exceptional results.
- Willingness to learn and grow is a must-have quality for success in this position.
- Exceptional communication, interpersonal, and time management skills will set you apart.
- Technical proficiency: familiarity with basic Microsoft Windows applications, including Word, Excel, Outlook, and PowerPoint, to efficiently manage tasks and communications.
Preferred Technical and Professional Expertise
- Knowledge of French or Italian is an advantage
- Understanding of Customer Relationship Management (CRM): familiarity with CRM tools like Salesforce, Zendesk, or similar platforms to manage and track customer interactions effectively