Customer Service Representative (English Speaking) null

About IBM Malaysia

IBM Malaysia is a leading provider of innovative technology solutions and services that help businesses and organizations transform and thrive in the digital age. With a strong presence in Malaysia since 1961, IBM Malaysia offers a wide range of products, solutions, and consulting services across various industries and sectors.

Your role

Client satisfaction will be your ultimate goal in this role.  As a customer service representative, you will be on the front line serving IBM 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, then this role will suit you!

In this role, your responsibilities will include the following:

• 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.
• Languages
  • Fluent in English

Training & development 

IBM’s efforts in employee's training & development are roughly divided into two types of programs:

• Employee Training and Development: A strategic tool for improving business outcomes by implementing internal educational programs that advance employee growth and retention.
• Management Training and Development: The practice of growing employees into managers and managers into effective leaders by the ongoing enhancement of certain knowledge, skills, and abilities.

Benefits

Aside from the competitive salary, according to some online sources, some of the employee benefits at IBM Malaysia are:

• Health care & insurance, disability insurance, life insurance, vision insurance, dental insurance
• Performance bonus
• Pension plan
• Stock options or equity
• Family & parenting: Maternity and paternity leave, unpaid extended leave, WFH, childcare, and reduced or flexible hours
• Vacation & PTO, sick leave, bereavement leave
• Employee Assistance Program
• Employee discount
• Gym membership
• Job training & tuition, diversity program, apprenticeship program

Career progression

At IBM, you can find a pool of e-learning in the IT industry with a nice working environment, helpful managers, colleagues, and leaders to guide you in your career path, and good for career growth in the IT industry. Starting your career at entry-level roles here, you will be encouraged to keep learning and developing your potential to reach greater heights. 

Work-life balance

Regular office hours at IBM Malaysia are from 9 AM to 6 PM, Monday to Friday. Based on the majority of employees' reviews online, the work-life balance at IBM is great, as you can arrange to work from home and have flexible hours. 

Company culture

IBM employees (also called IBMers) embrace a growth mindset, remaining curious and open to feedback while continuously learning and evolving to drive transformation within the company. They foster a culture of trust and collaboration, providing feedback to support the growth of their colleagues and approaching teamwork with an inclusive mindset to deliver exceptional results for customers. IBMers demonstrate courage in making critical decisions, utilizing available resources, and maintaining a can-do attitude to overcome challenges and achieve outcome-driven success as IBM becomes a catalyst for progress.

About you

Required technical and professional expertise you should have to apply for this role:

• Fresh graduates to 3 years of relevant work experience in a Customer Service BPO or any other industry in warranty bill verification, warranty claims, and product return
• Ability to communicate with accuracy and clarity both verbally and written in English.

Preferred technical and professional expertise

• Exposure to warranty bills and warranty claims, product return
• Experienced in Procure to Pay procedures and delivery

How to apply

To apply for this opportunity, click the "Apply on employer site" button below. We will navigate you to IBM Malaysia's official link for this hiring process. Make sure that you've read all of the requirements mentioned above.

Sources

The following sources were used in researching this page:

• ibm.com/topics/training-development
• glassdoor.com/Reviews/IBM-Malaysia-Reviews-EI_IE354.0,3_IL.4,12_IN170.htm?filter.iso3Language=eng
• glassdoor.com/Benefits/IBM-Malaysia-Benefits-EI_IE354.0,3_IL.4,12_IN170.htm