Customer Support & Case Resolution Specialist

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

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