Care Center Support Specialist

IBM Business Services, Inc.; Naga; On-site; PHP 223,000 - 357,000; Full time

Job summary

IBM Business Services, Inc. in the Philippines is seeking a Customer Support Agent to handle incoming calls from employees, clients, and other agencies, providing accurate information and guidance in a professional manner.

The role requires strong communication skills, the ability to multi-task across HR, IT, and benefits inquiries, and the flexibility to work in a multi-shift environment, including holidays.

Qualifications

• 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.

Responsibilities

• Receives and handles incoming calls from employees, clients, and other agencies, in a timely and professional manner.
• Identifies the nature of the inquiry or issue and provides accurate and appropriate solutions, guidance, or information to caller within established guidelines and procedures.
• Provide support and direction to third party answering service, as needed.
• Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, caregiver payroll inquiries and other general inquiries as needed.
• Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
• Collaborate with individuals to elevate and resolve complex or unresolved issues promptly, ensuring timely and satisfactory resolution.
• Demonstrate empathy, patience, and professionalism in all interactions.
• Coordinate urgent escalations and clinical inquiries based on client’s condition within each market.
• Perform audits on calls and documentation to ensure quality assurance.
• Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
• Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
• Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
• Perform all other duties as required and assigned by supervisor.

Skills

Written and verbal communication

Interpersonal skills

MS Office

Customer focus

Multi-tasking

Education

Fresh graduates welcome

Undergraduate with 1–2 years call center

Tools

MS Office

Job description

IBM Business Services, Inc. in the Philippines is seeking a Customer Support Agent to handle incoming calls from employees, clients, and other agencies, providing accurate information and guidance in a professional manner.

The role requires strong communication skills, the ability to multi-task across HR, IT, and benefits inquiries, and the flexibility to work in a multi-shift environment, including holidays.