CRM Delivery Customer Service Representative

Introduction
The Finance & Admin Business Analyst is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.

Your Role and Responsibilities
As CRM Delivery Customer Service Representative, you are required to provide customer support services to brand partners of the client which includes resolving queries of the brand partners within the agreed timelines (SLA) and provide a resolution to brand partners, check brand partners claims and query/reject/approve as per process defined. You should be able to work with clients independently with little to minimal supervision. You should be flexible to work in shifts (24x7).
Responsibilities

• Receive brand partner queries through Phone, Email and Chat
• Resolve queries of the brand partners within the agreed timelines (SLA) and provide a resolution to brand partners
• Check brand partners’ claims and query/reject/approve as per the process defined
• Follow up on the order deliveries for resolving brand partner queries
• The process will operate 7 (seven) days a week except as per agreed the Customer’s India holiday calendar. Team will get rotational weekly off.
• Registration/Deregistration of brand partners
• KYC handling of brand partners
• Update details of brand partners like sponsorship/address/location.
• Order processing which includes checking dispatch status, reprocessing, cancellation and approval from finance. Order status enquiry.
• Claims management like register claim, processing, and investigation of claims.
• Campaigns products availability and other related stuff Tele calling for NDR,NPS,FCR Call back, Sales support, other as required

Required Technical and Professional Expertise

• Any Graduate with 0-1 Year of experience in customer support domain.
• Should be proficient in English, Hindi and one regional language which could be anyone of Nagamese, Manipuri, Telugu, Marathi, Mizu, Assamese or Tamil.
• Ability to adapt to different situations in a changing environment, different requirements, uncertainty, and stress; ability to modify goals and directions when needed.
• Problem solving - accurately accumulating information and its analysis; forecasting potential problems and planning; allowing for alternative, creative solutions and identifying most reasonable solutions
• Communication - clear, concise and honest in oral and written communication; attentive listening focused on understanding; adjusting the style of speech to the situation and to the audience; understanding and making use of accessible communication tools
• Drive to achieve - achieving ambitious goals and looking for better results; consequently overcoming obstacles, that rise on the way; actively gaining knowledge and refining skills.
• Assuming responsibility - active identification of needs and assuming responsibility for tasks and decisions.
• Cooperation - effective cooperation with different units and teams inside and outside IBM and within Client organization; mutually respecting and appreciating differences; building and strengthening relations; finding solutions favorable for both sides.

Preferred Technical and Professional Expertise

• Working knowledge in MS office applications
• Ambitious individual who can work under their own direction towards agreed targets/goals.
• Ability to work under tight timelines and have been part of change management initiatives.
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
• Enhance technical skills by attending educational workshops, reviewing publications etc.

About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world’s economy. IBM Services partners with the world’s leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

About IBMIBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. 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.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.