Contact Center Professionals

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.

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