Customer Service Representative

2 weeks ago

Petaling Jaya, Malaysia IBM Full time

**Introduction**
Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk

**Your Role and Responsibilities** Introduction**:
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

**Your Role and Responsibilities**:
[Daily Operations]
- 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.

[Languages]
- Fluent in Thai Language

**Required Technical and Professional Expertise**
- Fresh graduates to 3 years of relevant work experience in a Customer Service BPO or any other industry in warranty bills verification, warranty claims and product return
- Ability to communicate with accuracy and clarity both verbally and written in Thai.

**Preferred Technical and Professional Expertise**
- Exposure to warranty bills and warranty claims, product return
- Experienced in Procure to Pay procedures and delivery

**About Business Unit**

IBM 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.

Are 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 IBM**

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

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