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Coordinating Procurement Specialist - S&D
Job ID ISC-0443244
Job type Full-time Regular
Work country India
Posted 01-Nov-2011
Work city Bangalore
Job area Operations (all other)
Travel No travel
Job category Supply Chain
Business unit GlblProcurement
Job role Procurement Professional
Job role skillset General
Commissionable/Sales-Incentive jobs only No
Job description
The Customer Assistance Center Agent is responsible for providing support for procurement application and process and accounts payable help requests (questions and problems). Receive help requests from customer’s internal clients and suppliers
Follow call quality standards to conduct call
Be courteous and empathetic to client (may be upset or angry)
Provide support in designated language(s)
Determine if request is procurement application and/or process question or problem
If question, provide ‘how do I’ (walk through) application or status support
If problem, gather all relevant problem information to be included in problem report generation and escalation to the appropriate level two contact
Provide a follow-up call to the client with a status if the problem is not fixed within 48 business hours
Create a call log for every help request during incoming call or upon email task id monitoring to insure accurate contact information is obtained and problem/question is accurately documented
Conduct problem determination for client’s question to determine appropriate answer or status
Conduct problem determination for client’s problem to determine appropriate escalation path for level two escalation
Consult knowledge database for guidance in responding to clients questions
Experienced knowledge of procurement applications supported
Working knowledge of SAP application (or alternative procurement) and transactions to support client/supplier help request
Knowledge of all client specific processes and procedures
Provide resolution to 1st-level how-to and how-do-I queries from clients while assisting with issues like password resets, problem resolution, etc.
Work with customer assistance center manager and team lead
Assume additional responsibility as directed by the TL / SME
Required
Bachelor's Degree
English: Fluent
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.
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For Further information and apply online : http://www.ibm.com/in/en/
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