Contact Center Fresh Graduates

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. · Receives and handles incoming calls from employees, clients, and other agencies, in a timely and professional manner. · Identifies the nature of the inquiry or issue and provides accurate and appropriate solutions, guidance, or information to caller within established guidelines and procedures. · Provide support and direction to third party answering service, as needed. · Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, caregiver payroll inquiries and other general inquiries as needed. · Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up. · Collaborate with individuals to escalate and resolve complex or unresolved issues promptly, ensuring timely and satisfactory resolution. · Demonstrate empathy, patience, and professionalism in all interactions. · Coordinate urgent escalations and clinical inquiries based on client’s condition within each market. · Perform audits on calls and documentation to ensure quality assurance. · Respond to initial incident reports, asking detailed questions to identify root causes of the issues. · Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions. · Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data. · Perform all other duties as required and assigned by supervisor. * Fresh graduates AND experienced professionals are accepted. * If college undergraduate, 1-2yrs of relevant work experience in a call center is required. * Excellent written and verbal communication and interpersonal skills. * Knowledge in MS Office applications. * Strong customer focus and adaptability to different personality types. * Able to work in multi-shift environment, including holidays. * Able to multi-task, set priorities and manage time effectively. PROFESSIONALISM * Demonstrate initiative and responsibility for actions. * Work independently while maintaining an effective team member mentality. * Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exception LANGUAGE/COMMUNICATION REQUIREMENTS * Ability to read and interpret work-related documents. * Ability to respond to routine correspondence. * Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding. * Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls. REASONING ABILITY * Ability to understand and follow instructions, both written and verbal. WORK ENVIRONMENT AND CONDITIONS * Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts Philippines Enterprise Operations Hybrid Professional Naga City, PH (0856) IBM Business Services