Customer Service Representative: Service Desk Delivery

Job Description
Job Responsibilities Provide helpdesk support to end users:
-Handle telephone calls, e-mail and fax
-Verify and log every call by following predefined policy and procedure
-Diagnosing problems and determining the severity
-Referring problems to support groups
-Updating the user on the call status, and confirming with the user that problem is fixed
-Ad hoc project and administration support

- 为终端用户提供桌面技术支持
- 通过电话 , 邮件等渠道接受客户要求并及时处理个案。
- 根据有关规定记录每一个服务要求
- 分析和决定问题的优先级别
- 能够准确的把问题派送到相应的支持组
- 及时向用户报告问题处理的进程以及问题解决后要和用户进行确认
- 对新的项目予以支持和管理的工作 Job Requirements (skills/experiences) -Excellent command of Mandarin or Cantonese
-Upstanding English Skill (CET 4 +), Good command of oral and written English. Excellent English Skill is preferred
-Excellent communication, telephone manner, technical skill and interpersonal skills
-Self initiative, pro-active, hard working, good attitude and team player
-Sense of urgency, able to work under pressure, overtime and crisis situation, and at odd hours
-On-shift duty is required
-Can accept flexible working hours
-Call Centre & customer service experience is preferred

- 具有流畅的口头表达能力 ( 会粤语者优先 )
- 英语 四 级或以上、具良好的交谈及写作能力 ( 英语能力优秀优先考虑 )
- 良好的人际沟通技巧与电话沟通习惯
- 熟悉 Windows 操作系统 ,Office 软件 , 对 Internet 以及网络连接有一定的了解
- 具有责任心 , 办事干练、反应灵活及团体合作精神
- 能承受压力 , 能够处理各种紧急的情况 , 能接受加班工作
- 能接受轮班工作
- 能接受弹性上班时间
- 具有 呼叫中心或者客服工作经验 优先考虑
Qualifications (Education/Major/Certificates) -Bachelor degree, major in any discipline (Computer related preferred)

- 大学或以上学历 , 专业不限 ( 计算机相关专业优先考虑 )
Other Information

Required Technical and Professional Expertise

none

Preferred Tech and Prof Experience

none

EO Statement
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


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