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.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilitiesRole 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.
Required education Bachelor's Degree 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.
ABOUT BUSINESS UNIT
IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.YOUR LIFE @ 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?
ABOUT 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 500 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.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.