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Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Rôle et responsabilités

I. Position Description

- This is a highly cross functional role, an integral part of our procure to pay (P2P) team. 

- Work with a diverse user base of employees and suppliers to solve their most challenging issues

spanning the entire procure to pay process.

- Utilize our flagship p2p tools, such as our Purchasing, Invoicing, and Travel and Expense systems, to actively support global users.

- Provide suggestions, enhancements and other process improvements to ensure we are constantly improving the user experience.


II. Scope of Responsibilities

- Identify and investigate intermediate to difficult issues raised by our users (suppliers, tvc and

employees) related to end to end P2P processes.

- Identify the root cause of process gaps, knowledge gap, training gap, etc..

- Communicate effectively and timely to resolve issues.

- Perform basic processing requests such as assisting with urgent payments, or verifying

supplier identity for sensitive information updates

- Contribute to group success of meeting and/or exceeding operational metrics (SLAs)

- Improve internal efficiency and customer satisfaction by proactively identifying opportunities

to optimize existing or new processes and tools

- Collaborate with global set of IBM team members also working on p2p processes to drive

execution and resolution of the case

- Provides end to end excellent customer service

- Review applicability of containment and preventive actions with Team Leads/GOM

- Provide process improvements that will prevent the recurrence of client escalations

Formation requise
Baccalauréat
Formation souhaitée
Baccalauréat
Expertise professionnelle et technique requise

- Minimum 1 year relevant work experience in a customer support, or help desk role

- Strong soft skills including proven ability to turn frustrated customers into happy customers,

and communicate to employees at all levels within the organization

- Excellent communication skills including full working knowledge of written and spoken English

- Ability to work night shift hours to support US business hours (for MNL resources only)

- Experience working with finance or accounting-related products

- Attention to detail with the ability to effectively multitask and work independently

- Experience with Google Docs suite of products

- Previous experience with a major service ticket or incident management system (i.e. Remedy,

Track-IT) is a plus

- Additional languages are a plus

- Knowledgeable in creating desktop procedures (DTP)

L'unité commerciale

IBM Consulting est l'activité de conseil et de services professionnels mondiaux d'IBM, avec des capacités de pointe dans la transformation des entreprises et des technologies. Avec une expertise approfondie dans de nombreux secteurs, nous offrons des services de stratégie, d'expérience, de technologie et d'exploitation à un grand nombre des entreprises les plus innovantes et les plus précieuses du monde. Nos collaborateurs se concentrent sur l'accélération des activités de nos clients grâce au pouvoir de la collaboration. Nous croyons au pouvoir de la technologie utilisée de manière responsable pour aider les gens, les partenaires et la planète.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.