Contact Center Agent - Spanish

IBM

Quezon City

Hybrid

PHP 279,000 - 391,000

Full time

2 days ago

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Job summary

IBM Business Services in the Philippines is hiring a Contact Center Agent - Spanish to join our hybrid delivery centers in Quezon City. You will handle inbound customer queries via calls, chats, and emails, provide clear information, and maintain up-to-date knowledge of client processes.

You will participate in end-to-end case management, escalate appropriately, and support colleagues across shifts in a fast-paced BPO environment.

Qualifications

Bachelor's Degree required.
Strong English communication skills (verbal & non-verbal).
Spanish language proficiency required; night shift availability.

Responsibilities

Provides quality customer service on every contact.
Receives inbound queries from customers (calls, chats, emails).
Clarify to obtain full understanding of requests and document interactions.
Manage end-to-end case handling and escalate when needed.

Skills

Spanish proficiency

English proficiency

Customer service

Communication

Education

Bachelor's Degree

Tools

MS Excel

Call Tracking System

Job description

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.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

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 participantsEducates callers on client processes (based on Client strategies) whenever necessaryDocuments 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 casesApproves exception requests where there are historical precedents and/or where documented rules are made availableHandles 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 casesFacilitates resolution between employees and 3rd party Administration Service Provider, follow up on escalationsEscalates 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 education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

Candidate must possess at least a Bachelor’s/College Degree, preferably Human Resources or equivalentSimilar work experience of at least 2-4 years especially in a BPO or similar fast-paced settingGood English Communication(verbal & non verbal)SkillsBasic computer and internet navigation skillsAmenable to working in shifting/night scheduleIntermediate in MS Excel

Preferred technical and professional experience

ERP working experienceAbility to prioritize tasks, manage multiple priorities and tight deadlinesHighly organized, analytical, results-oriented and has keen on details

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Contact Center Agent - Spanish

Job ID

127796

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines