Tier 1 Contact Center Practitioner

Introduction

At IBM, work is more than a job - its 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 youve never thought possible. Are you ready to lead in this new era of technology and solve some of the worlds 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.
  

• 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
  
  

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