3497471: HR Contact Center Representative
Quezon City (Eastern Manila District) Bachelor's Degree HR / Training
Job description
Role Mission: Provides excellent customer service through answering inbound calls and processing request from customers
Major Job Duties & Detail
§ Receive inbound calls from customers and answer questions, as well as question participants to obtain full understanding of what information is being requested.
§ Educate callers on client processes whenever necessary
§ Document all calls with regards to caller's inquiries accurately using Call Tracking System.
§ Provide quality customer service on every call.
§ Communicate clearly and effectively with participants
§ Performs other tasks as required.
Interaction with others
Communication with internal and external functional areas as required.
Required
•Associate's Degree/College Diploma
•English: Fluent
Auto req ID
204870BR
Required Education
Bachelor's Degree
Role ( Job Role )
HR Contact Center Representative
State / Province
NATIONAL CAPITAL REGION (MANILA)
Primary job category
Human Resources
Company
(0856) IBM Business Services
Contract type
Fixed Term - Short Term
Employment Type
Full-Time
Is this role a commissionable/sales incentive based position?
No
Travel Required
No Travel
IBM Business Group
GBS
Preferred Education
Bachelor's Degree
City / Township / Village
QUEZON CITY
EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise
•Proficient in verbal and written English communication.
•Fit to work on a night shift schedule
Skill-keywords
This role encompasses HR Generalists and HR Specialists. They handle individual queries through calls and e-mail from all their customers (client employees and managers). Topics include, but are not limited to, Compensation & Benefits, Workforce Management, Skills Learning. The HR Generalists perform 1st level support and receive the queries first through direct calls and e-mails. The HR Specialists perform 2nd level support and handle more difficult, time consuming or special queries. This involves working closely with client HR teams in various countries. The employee prioritizes tasks and chooses the best method.
Skills:
Environment:
Experience and working knowledge in several interrelated departmental activities. Awareness of functional activities.
Communication/Negotiation:
Seeks and exchanges information, ideas, and concepts. Some presentation skills are necessary. May require negotiation to achieve coordination.
Problem Solving:
Use specialized technical knowledge to identify ,evaluate, and resolve various interrelated problems from several sources.
Recommends improvements to established procedures.
Contribution/Leadership:
Responsible for a variety of interrelated processes within well established procedures.
Responsible to set work schedules individually or as a team member.
Process is monitored as required.
Provides technical guidance.
Impact on Business/Scope:
Accountable for individual results and for the impact of the results on the team, interrelated activities, or project.
Country/Region
Philippines
Preferred Technical and Professional Experience
· Receive inbound calls from customers and answer questions, as well as question customers to obtain full understanding of what information is being requested.
· Educate callers on client processes whenever necessary.
· Document all calls with regards to caller's inquiries accurately using Call Tracking System.
· Provide quality customer service on every call.
· Communicate clearly and effectively with participants.
· Perform other tasks as required by the management.
· Communication with internal and external functional areas as required.
Secondary Job Category
Business Outsourcing Delivery - Human Resources
Eligibility Requirements
Bachelor's Degree / Associate Degree
Position Type
Early Professional
Early Professional Track
Industry Early Professional
New Collar Role
No