IBM Customer Service Representative - Warranty Claims (Vietnam Speaking) in PETALING JAYA, Malaysia

Job Description

  • [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.

Required Technical and Professional Expertise

  • Min Diploma in any area of study

  • Fresh Graduates with good customer services skills will be considered

  • Or

  • 2-3 years of experience in handling administrative work or in a customer service role

  • Experience in G-ERP or SAP will be an added advantage

Preferred Tech and Prof Experience

  • Excellent Customer Service skills

  • Proactive in handling tasks

  • Could navigate computer systems and applications quickly & efficiently

  • Skills in MS Excel


  • Must have good English Language skills, both written and spoken for English Operations


Must have good language skills, both written and spoken for Language Operations (Thai, Indonesian, Vietnamese, Tagalog) and basic spoken English (for internal communication purposes).

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.