Process Delivery Specialist (Customer Service) with English

IBM; Kraków; Presencial; PLN 60.000 - 90.000; Jornada completa

Descripción de la vacante

IBM Krakow is seeking a detail‑oriented Customer Operations Analyst to support end‑to‑end CRM processes and high‑quality customer assistance. You will maintain data integrity in CRM systems, handle cases within SLAs, and collaborate with cross‑functional teams to improve the customer journey.

Ideal candidates have a Bachelor's degree, strong English (C1/C2), and a proven ability to analyze data, communicate effectively, and work independently on routine tasks.

Formación

• Experience with CRM data management and data quality controls.
• Strong analytical skills with data-driven decision making.
• Excellent communication skills for customer interactions, including voice channels.
• Ability to collaborate across teams to improve processes and reporting.

Responsabilidades

• Maintain and update CRM data ensuring accuracy and completeness.
• Provide high‑quality after‑sales support across multiple channels.
• Handle and resolve cases within defined SLAs.
• Collaborate with cross‑functional teams to resolve issues and improve workflows.
• Validate and enrich CRM records to improve reporting and performance.
• Review leads and opportunities to support sales pipeline quality.
• Guide customers through online processes and digital touchpoints.

Conocimientos

CRM data quality

Analytical thinking

Voice support

Cross-functional collaboration

Attention to detail

Educación

Bachelor's Degree

Herramientas

Salesforce

Descripción del empleo

Introduction

This role supports end‑to‑end customer operations by ensuring accurate CRM data, smooth case handling, and high‑quality customer assistance. It exists to maintain the integrity of customer information, improve the customer journey, and enable efficient operational workflows. In this position, you’ll gain hands‑on experience with CRM systems, digital customer processes, and cross‑functional collaboration.

Introduction

This role supports end‑to‑end customer operations by ensuring accurate CRM data, smooth case handling, and high‑quality customer assistance. It exists to maintain the integrity of customer information, improve the customer journey, and enable efficient operational workflows. In this position, you’ll gain hands‑on experience with CRM systems, digital customer processes, and cross‑functional collaboration.

Your Role And Responsibilities

It’s an excellent opportunity to build strong analytical, service, and process‑optimization skills.

• Maintain and update customer contact data in CRM, ensuring accuracy and completeness.
• Provide high‑quality after‑sales support and handle customer inquiries across multiple channels, including voice interactions.
• Manage and process incoming cases within defined SLAs.
• Collaborate with cross‑functional teams to resolve cases efficiently and on time.
• Validate, clean, and enhance CRM records to improve reporting and operational performance.
• Review and prequalify incoming leads and opportunities to support sales pipeline quality.
• Guide customers through online processes and digital touchpoints, helping optimize their online journey.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Proficiency in English at C1/C2 level.
• Strong analytical and problem‑solving abilities; ability to work independently on standard tasks.
• Excellent communication and customer engagement skills, particularly in handling voice interactions.
• High attention to detail with consistent focus on data quality and efficiency.
• Ability to collaborate cross‑functionally in a fast‑paced environment.

Preferred Technical And Professional Experience

• Hands‑on experience with CRM platforms (ex. Salesforce).