Contact Center Practitioner

IBM; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

IBM Philippines is seeking a Process Delivery Specialist to answer customer queries, handle complaints, and provide detailed product information. You will interact with customers daily, explain coverage or claims policies, and maintain a friendly, professional demeanor under pressure.

The role requires a Bachelor’s degree, strong communication skills, and the ability to work in a multi-shift environment, including holidays. Training and compliance are part of the onboarding process.

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 inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers.
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers.
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions.
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope.
• Accepts payment and initiates disbursement requests over the phone.
• Navigates through a computerized data entry system or other relevant applications.
• Manages documentation of all call information according to standard operating procedures.
• Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received.
• Undertakes all compliance and regulatory training in line with company requirements.
• Accountable in keeping up with process related learnings/training and meet performance standards set by the business.
• Completes customer’s transactional requests as provided by caller.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.

Skills

Excellent written and verbal comms

MS Office

Customer focus

Multi-shift capability

Time management

Education

Bachelor's Degree

Tools

MS Office

Job description

IntroductionA 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.

IntroductionA 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

The Process Delivery Specialist will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims. To ensure success as a Process Delivery Specialist, you should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.

Essential Duties And Responsibilities

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers


• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers


• Provides resolutions to caller problems and issues including researching and exploring alternative solutions


• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope


• Accepts payment and initiates disbursement requests over the phone


• Navigates through a computerized data entry system or other relevant applications


• Manages documentation of all call information according to standard operating procedures


• Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received


• Undertakes all compliance and regulatory training in line with company requirements


• Accountable in keeping up with process related learnings/training and meet performance standards set by the business


• Completes customer’s transactional requests as provided by caller.


• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation


• Demonstrates accuracy in processing changes to customer policies based on the information provided


• Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.


• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.


• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

KNOWLEDGE, SKILLS, AND ABILITIES

• 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

PROFESSIONALISM

• Demonstrate initiative and responsibility for actions


• Work independently while maintaining an effective team member mentality


• Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions

EDUCATION And EXPERIENCE

4 year-course graduate or undergraduate with not less than 12 months work experience in a contact center. In-depth knowledge of insurance products is a plus

LICENSURE/CERTIFICATIONs REQUIREMENTS

None

Language/Communication Requirements

• Ability to read and interpret work-related documents


• Ability to respond to routine correspondence


• Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding


• Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls

REASONING ABILITY

Ability to understand and follow instructions, both written and verbal.

WORK ENVIRONMENT AND CONDITIONS

Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.