Job Information
IBM Contact Center Practitioner in QUEZON CITY, Philippines
Introduction
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.
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 of at least 2-4 years 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
IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.