Contact Center Fresh Graduates

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role And Responsibilities

Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
• Accepts payment and initiates disbursement requests over the phone
• Navigates through a computerized data entry system or other relevant applications
• Manages documentation of all call information according to standard operating procedures
• Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
• Undertakes all compliance and regulatory training in line with company requirements
• Accountable in keeping up with process related learnings/training and meet performance standards set by the business
• Completes customer’s transactional requests as provided by caller.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
• Demonstrates accuracy in processing changes to customer policies based on the information provided
• Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Fresh graduates AND experienced professionals are accepted.
• If college undergraduate, 1-2yrs of relevant work experience in a call center is required.
• Excellent written and verbal communication and interpersonal skills.
• Knowledge in MS Office applications.
• Strong customer focus and adaptability to different personality types.
• Able to work in multi-shift environment, including holidays.
• Able to multi-task, set priorities and manage time effectively.
• Location: Must be willing to report onsite - UP Ayala Technohub, Diliman, Quezon City
• Shift: Night Shift
  
  

PROFESSIONALISM

• Demonstrate initiative and responsibility for actions.
• Work independently while maintaining an effective team member mentality.
• Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions.
  
  

Language/Communication Requirements

• Ability to read and interpret work-related documents.
• Ability to respond to routine correspondence.
• Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding.
• Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls,
  
  

REASONING ABILITY

• Ability to understand and follow instructions, both written and verbal.
  
  

WORK ENVIRONMENT AND CONDITIONS

• Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.