Contact Center Practitioner (Naga, Bicol)

IBM Business Services, Inc.; Naga; Vor Ort; PHP 223.000 - 357.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Written and verbal communication

Interpersonal skills

MS Office

Customer focus

Multi-tasking

Ausbildung

Fresh graduates welcome

Undergraduate with 1–2 years call center

Tools

MS Office

Jobbeschreibung

Your Role and 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.

Required Professional and Technical Expertise*

Fresh graduates AND experienced professionals are accepted.

If college undergraduate, 1-2yrs of relevant work experience in a call center is required.

• 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 exception

Required Professional and Technical Expertise*

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