RRT4407_HR Customer Service Representative

Job description

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 leads technical support or the business processes.
·  Receive inbound calls/emails/chat from customers and answer questions, as well as question employees to obtain full understanding of what information is being requested.
• Educate employees on client processes whenever necessary

• Document all calls/emails/chat with regards to employee's inquiries accurately using contact center tools.

• Provide quality customer service on every call/email/chat.

• Ensure accurate and timely ticket resolution.

• Understand and execute the team's Key Performance Metrics/Service Level of Agreements.

• Performs other tasks as required such as but not limited to the following : Lead process training for his/her team

• Coordinate with the back office team on process clarification or case follow up

• Work with his/her team/Team Leader/support team on process improvements/update, participate on projects

• Handle more than one process, including processes of other delivery centers as part of cross-training.

• Communicate clearly and effectively with participants

Auto req ID

79482BR
Country

Philippines
Required Education

Bachelor's Degree
Role ( Job Role )

HR Contact Center Representative
State / Province

ANY
Primary job category

Human Resources
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

CHQ/OTH
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

·  Excellent verbal and written communication skills
·  Proficient in relevant computer applications-Word, Excel, Explorer, etc
·  Good data entry and typing skills
·  Some experience in a call center or customer service environment
·  Must be available to work occasional nights, holidays and weekends
·  Excellent product knowledge and client HR processes
·  Excellent Customer Service Skills
·  Professional Phone Manner
Skill-keywords

Excellent oral and written communication skills.
Developed computer skills – Word, Excel, Explorer, etc
Excellent product knowledge and client HR processes
Excellent Customer Service Skills
Professional Phone Manner
Commitment to Call Center Success
Ability to handle multiple tasks.
Ability to adhere to all organizational policies and procedures.
Country

Philippines
Preferred Technical and Professional Experience

·  Listening skills
·  Problem analysis and problem solving
·  Customer service orientation
·  Attention to detail
·  Commitment to Call Center Success
·  Ability to handle multiple tasks.
·  Ability to adhere to all organizational policies and procedures.
Secondary Job Category

Business Outsourcing Delivery - Human Resources
Eligibility Requirements

·  Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
New Collar Role

No