At IBM work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so lets talk.
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.
- 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 participants
- Educates callers on client processes (based on Client strategies) whenever necessary
- Documents 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 cases
- Approves exception requests where there are historical precedents and/or where documented rules are made available
- Handles 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 cases
- Facilitates resolution between employees and 3rd party Administration Service Provider follow up on escalations
- Escalates 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.
- Candidate must possess at least a Bachelor’s/College Degree preferably Human Resources or equivalent
- Similar work experience of at least 2-4 years especially in a BPO or similar fast-paced setting
- Good English and Spanish Communication(verbal & non verbal)Skills
- Basic computer and internet navigation skills
- Amenable to working in shifting/night schedule
- Intermediate in MS Excel
- ERP working experience
- Ability to prioritize tasks manage multiple priorities and tight deadlines
- Highly organized analytical results-oriented and has keen on details