Contact Center Practitioner

IntroductionAt 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.Your Role And ResponsibilitiesProvides 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 participantsEducates callers on client processes (based on Client strategies) whenever necessaryDocuments 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 casesApproves exception requests where there are historical precedents and/or where documented rules are made availableHandles 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 casesFacilitates resolution between employees and 3rd party Administration Service Provider, follow up on escalationsEscalates 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.Required Technical And Professional ExpertiseCandidate must possess at least a Bachelor’s/College Degree, preferably Human Resources or equivalentSimilar work experience of at least 2-4 years especially in a BPO or similar fast-paced settingGood English Communication(verbal & non verbal)SkillsBasic computer and internet navigation skillsAmenable to working in shifting/night scheduleIntermediate in MS ExcelPreferred Technical And Professional ExperienceERP working experienceAbility to prioritize tasks, manage multiple priorities and tight deadlinesHighly organized, analytical, results-oriented and has keen on details