IntroductionClient 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 ResponsibilitiesThe Customer Service department in Wrocaw is a multicultural and multilingual environment where employees support major international clients with all IT requests in different languages in 24/7 service! Currently we are looking for Customer Services Representative with German.Job responsibilities:+ Be available to receive any new calls at start of shift+ Ensure consistent productivity and quality of service+ Meet SLAs and individual KPIs, maintain customer satisfaction+ Ensure that all tickets are logged and assigned according to the account's procedures+ Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call+ Handle and assist second level teams with problem determination+ Escalate queries when required to appropriate personnel+ Minimize outbound call duration and quantity+ Monitor ticket queues+ Apply end to end ticket and call handling expectations of account+ Escalate any issues as soon as they arise to the appropriate contact+ Identify knowledge management gaps and drive closureEmployment benefits:+ Possibility to work with flexible schedule+ Opportunity to work in one of Europe's emerging markets (Poland),+ Motivating multicultural environment gaining exposure to many areas of the business across the IBM Wroclaw SiteAdditional Benefits:+ Trainings and certifications+ Private medical package and insurance package+ Multisport Card+ Working on international projects in multicultural teams+ Good to be an IBMer discounts+ Cinema & trips for IBMers+ Language classes+ Summer camps for childrenRequired Technical and Professional Expertise+ High communication skills, customer attitude+ Willingness to learn+ Responsiveness and flexibility, teamwork skills, high motivation, learning skills+ 24/7 shift environment ( home office during night shifts and weekends after probation period ) if required+ Advanced German+ Advanced EnglishPreferred Technical and Professional Expertise-About Business UnitAt Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.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.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.