Customer Service Representative

Introduction

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your Role And Responsibilities

As a Client Service Representative for Multi-vendor Services (MVS), you will handle information inquiries or requests about products, services, or personnel received via telephone, e-mail, or other means. You will provide services to customers, IBM personnel, or business partners, including general inquiry support, service delivery support, education enrollment assistance, business partner service, and database management.

Your Primary Responsibilities Will Include

• Handle Customer Inquiries: Respond to customer inquiries or requests about products, services, or personnel via telephone, e-mail, or other means, providing timely and accurate information to address their needs.
• Provide General Inquiry Support: Offer assistance with general inquiries, including answering questions and resolving issues related to products, services, or personnel.
• Deliver Service Delivery Support: Support the delivery of services to customers, including coordinating with internal teams to ensure timely and effective service delivery.
• Assist with Education Enrollment: Help customers with education enrollment, providing guidance and support throughout the enrollment process.
• Manage Database Information: Maintain accurate and up-to-date information in databases to support customer service delivery and business operations.
  
  

Preferred Education

None

Required Technical And Professional Expertise

• Exposure to Customer Service Tools: Familiarity with specialized tools and procedures used to address customer inquiries and requests, including database management systems.
• Experience with Service Delivery Processes: Knowledge of processes and procedures for delivering services to customers, including coordination with internal teams.
• Understanding of Product and Service Information: Familiarity with products, services, and personnel information to provide accurate and timely responses to customer inquiries.
• Exposure to Database Management: Basic understanding of database management principles and practices to maintain accurate and up-to-date information.
• Experience with Communication Channels: Familiarity with various communication channels, including telephone, e-mail, and other means, to respond to customer inquiries and requests.
  
  

Preferred Technical And Professional Experience

• Familiarity with CRM Systems: Exposure to customer relationship management (CRM) systems and tools to manage customer interactions and data.
• Knowledge of Service Desk Software: Experience working with service desk software to track and resolve customer inquiries and requests.
• Understanding of IT Service Management: Basic understanding of IT service management principles and practices to deliver high-quality services to customers.