Contact Center Professionals

IBM


Date: 16 hours ago
City: Pasig City
Contract type: Full time
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.

Your Role And Responsibilities

  • Provides quality customer service on every contact.
  • Receives inbound queries from customers (calls, chats, emails). Clarify to obtain full understanding of what information is being requested.
  • Communicates clearly and effectively with participants
  • Educates callers on client processes (based on Client strategies) whenever necessary
  • Documents all calls with regards to caller’s inquiries accurately using Call Tracking System.
  • Maintains up-to-date expertise in a specific subject area.
  • With Back office processors, manage events with higher level of difficulty, sensitivity and confidentiality, eg. Death cases
  • Approves exception requests where there are historical precedents and/or where documented rules are made available
  • Handles end to end case management process in accordance to agreed time and quality standards.
  • Escalations: Follow up escalated cases through the Case Management system – own issue resolution, client follow up, and case closure.
  • Conducts in-depth research, interpret policy based on documented rules and exceptions and resolve complex issues for escalated cases
  • Facilitates resolution between employees and 3rd party Administration Service Provider, follow up on escalations
  • Escalates issues that require evaluation by the client (e.g., an exception request with no historical precedence, threat of legal action, etc.)
  • Whenever required, does outbound calls/emails to provide resolution to employee.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

  • Candidate must possess at least a Bachelor’s/College Degree, preferably Human Resources or equivalent
  • Similar work experience especially in a BPO or similar fast-paced setting
  • Good English Communication(verbal & non verbal)Skills
  • Basic computer and internet navigation skills
  • Amenable to working in shifting/night schedule
  • Intermediate in MS Excel

Preferred Technical And Professional Experience

  • ERP working experience
  • Ability to prioritize tasks, manage multiple priorities and tight deadlines
  • Highly organized, analytical, results-oriented and has keen on details

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Operations Manager - Fintech

Majorel, Pasig City
17 hours ago
General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including:Call center-based customer support in response to a high volume of low complexity inquiriesCustomer issues analysis and resolution (typically performed in an office environment) in...

Senior Full Stack Developer (Angular and Laravel + MySQL)

White Cloak Technologies, Inc., Pasig City
2 days ago
We're looking for a skilled Senior Full Stack Developer to build and maintain secure, high-performance healthcare web applications. You'll lead the development of responsive, real-time user interfaces and robust backend systems to support clinical workflows, data visualization, and medical device integrations.Key ResponsibilitiesFrontend Development (Angular)Build responsive, cross-browser web applications using Angular 12+ and TypeScript Translate UI/UX designs into accessible, interactive user...

SALES DEVELOPMENT REPRESENTATIVE (10)

Outsource Accelerator, Pasig City
3 days ago
We are seeking a highly motivated and experienced Senior Sales Development Representative (SDR) to join our growing team. In this role, you will be responsible for identifying, qualifying, and generating new business opportunities by engaging with prospective clients via telephone, email, and other outreach methods. The ideal candidate will possess a strong understanding of the sales process, exceptional communication skills,...