Process Innovation Professional-Service Operations (Customer Success Agent)

IBM Business Services, Inc.; Philippines; On-site; PHP 520,000 - 680,000; Full time

Job summary

IBM Business Services, Inc. in the Philippines seeks a Process Innovation Professional in Service Operations to focus on key operational metrics and quality parameters.

You will contribute to process improvement and innovation initiatives, collaborating with clients and the IBM team. You will coach junior team members, participate in talent management, and support high-level operational transformation, while communicating effectively with internal and external customers using strong verbal and

Qualifications

• Minimum high school diploma; associate or bachelor's preferred.
• 2+ years in customer success, customer care, retention, account management, or telecoms.
• Strong communication, negotiation, problem-solving, and customer service skills.
• Experience using CRM platforms and Microsoft Office applications.

Responsibilities

• Maintain focus on critical operational metrics and quality parameters.
• Contribute to process improvement and innovation initiatives with clients and IBM team.
• Coach and guide junior team members and participate in talent management.
• Support high-level operational transformation and communicate with customers.

Skills

Communication skills

Negotiation

Problem-solving

Coaching

Customer service

Education

High school diploma

Associate degree

Bachelor's degree

Tools

CRM platforms

Microsoft Office

Job description

A Process Innovation Professional in Service Operations is responsible for maintaining focus on critical operational metrics and quality parameters. They contribute to process improvement and innovation initiatives, working closely with clients and the IBM team. This role involves coaching and guiding junior team members, participating in talent management efforts, and supporting high-level operational transformation. The professional must effectively communicate with both internal and external customers, utilizing excellent verbal and written communication skills.

Required Skills:

• High school diploma required; Associate or Bachelor degree preferred.

• 2+ years of experience in customer success, customer care, retention, account management, or telecommunications services.

• Strong communication, negotiation, problem-solving, and customer service skills.

• Experience using CRM platforms and Microsoft Office applications.