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Camberwell, London

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Complaint Resolution Specialist for France

Job description
As part of this role, you will need to:

# Acknowledge ownership to client
# Communicate with client on progress
# Understand the context and background of the client’s problem/request
# Understand what has been done so far to fix the problem
# Understand what occurred to prompt the client to complain
# Understand the client requested conditions of satisfaction and then negotiate it if needed
# Negotiate IBM commitments with client
# Develop action plans and drive to resolve
# Identify and engage appropriate resources
# For SWG, STG and GTS complaints interlock with RTL (Resolution Team Leader) in relevant Project Office if needed
# For selected complex complaints or critical situations involve an Expert-DRO (E-DRO)
# Recognize major obstacle and escalate if needed
# Always the owner of the complaint but can request assistance from an E-DRO
# Confirm closure with client
# Keep complaint management tool (CMT) updated

Required Skills:

1. DIRECT CLIENT CONTACT & PROBLEM SOLVING EXPERIENCE
Previous experience in dealing directly with clients is essential as is a proven ability to resolve problems.

2. STRONG COMMUNICATION SKILLS
Require the ability to communicate clearly and in both spoken and written communications. It is essential that communication skills are of the highest standard. Ability to summarize for different audiences is also welcomed.

3. BUSINESS NETWORKING EXPERIENCE
The ability to establish and develop a network of personal contacts and understanding of the IBM sales and support organizations.

4. EXCELLENT CO-ORDINATION, LEADERSHIP & ORGANISATIONAL SKILLS
Candidates must demonstrate an ability to coordinate issues and multi task within a team business network environment.

Personal Attributes

a) LANGUAGE SKILLS
Fluent in required languages and cultures. Strong English skills are essential.

b) SELF MOTIVATION, CONTINUOUS LEARNING & DRIVE
Drive and enthusiasm to work within the client relations team and ensure the department targets are achieved, including client satisfaction, responsiveness and case closure metrics.

c) TEAM WORK
The ability to work effectively and harmoniously within the client relations team and the supporting Expert-DRO’s is essential. The sharing of information and cooperation with direct and indirect work colleagues is a very important element of performing and developing in the job.

d) ESCALATION CAPABILITIES
Ability to convince people and escalation of issues to appropriate level of management.

e) EXCELLENCE IN CLIENT SERVICE & CLIENT SATISFACTION

English and French- fluent, Dutch- optional

Required

* Bachelor's Degree
* At least 1 year experience in any kind of experience related to customer service / satisfaction
* English: Fluent
* French: Fluent
* Dutch: Intermediate



Preferred

* Business/Management


IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


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