Customer Service Representative - English Speaking

Introduction

A career in IBM Consulting is rooted in long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. You will be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

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.
  
  

Preferred Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

[Languages]

• Fluent in English (write & read, AU customer support)
  
  

[Requirement]

• Willing to work during MY Public holiday.
• Willing to work start early working hour : 6:30 am or 7:30 am
• Basic Excel Knowledge
• Independence and Fast Learner