Contact Center Agent - Spanish

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

IBM Consulting in the Philippines seeks a Customer Service professional to handle inbound inquiries, provide accurate information, and guide callers through processes. The role requires shifting/night schedules, strong English communication, and solid MS Excel skills.

You will support back-office activities and ensure timely, quality case resolution. Candidates should have a Bachelor's degree and 2–4 years in a fast-paced BPO environment, with a focus on customer service and policy

Qualifications

• Bachelor's/College Degree, preferably Human Resources or equivalent
• 2–4 years of similar experience in a BPO or fast-paced setting
• Strong English communication (verbal & non-verbal)
• Basic computer and internet navigation skills
• Willingness to work in shifting/night schedules
• Intermediate MS Excel knowledge

Responsibilities

• Provides quality customer service on every contact.
• Receives inbound queries from customers (calls, chats, emails) and clarifies to obtain full understanding of what's requested.
• Communicates clearly and effectively with participants.
• Educates callers on client processes based on client strategies.
• Documents all calls accurately using Call Tracking System.
• Maintains up-to-date expertise in a subject area.
• Manage events with high difficulty/sensitivity with back-office processors.
• Approve exception requests with historical precedents/documented rules.
• End-to-end case management per agreed time/quality standards.
• Escalations: follow up escalated cases to resolution and closure.
• Research and interpret policy to resolve complex escalated cases.
• Facilitate resolution between employees and 3rd party provider; follow up on escalations.
• Escalate issues requiring client evaluation (exception requests without precedence, legal threats).
• When required, make outbound calls/emails to provide resolution to employees.

Skills

Good English communication

Customer service

Education

Bachelor's degree

Tools

MS Excel

Job description

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.

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 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