Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

Role Purpose

The Customer Service Representative provides exceptional support to telecom consumers by delivering accurate information, resolving inquiries, troubleshooting product issues, and ensuring a positive customer experience. The role requires strong communication abilities, attention to detail, and the capability to handle high‑volume interactions in a fast‑paced environment.

Key Responsibilities

Provide friendly, empathetic, and professional support to consumers following approved scripts and guidelines.
Maintain comprehensive knowledge of policies, procedures, and product information related to telecommunications services.
Answer consumer inquiries accurately and in a timely manner.
Troubleshoot issues, provide instructions, and resolve consumer concerns; escalate cases when required.
Protect the privacy and security of all consumer data in accordance with company and regulatory standards.
Use multiple systems and screens simultaneously to assist customers efficiently.
Ensure a safe and secure environment for handling customer interactions and transactions.
Maintain performance standards in a high‑production contact center environment.
Support consumers with empathy, patience, and professionalism, including those who are anxious or concerned.
Document interactions accurately with strong attention to detail.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

GED, High School Diploma, or equivalent; higher education preferred.
Minimum 2 years of experience as a Customer Service Specialist, preferably in a telecom or similar environment.
Strong verbal, written, comprehension, and typing skills.
Effective listening skills with the ability to de‑escalate and manage stressful interactions.
Proven problem‑solving and analytical capabilities.
Technical proficiency in software troubleshooting.
Experience using Microsoft Office applications, including CoPilot.
Experience working with digital tools and GenAI‑enabled systems.
Ability to navigate multiple screens and systems simultaneously.

Preferred Technical And Professional Experience

Experience in a high‑production, fast‑paced contact center environment.
Prior telecom industry experience.

Contact Center Practitioner