Introduction
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.

Your Role and Responsibilities

Supports Global IBMers through answering questions and transaction via tickets, video calls and chat. Additional channels will also be included as the organization requires it.

• Receive inbound tickets and chat requests from customers and answer questions, requests and obtain full understanding of what information is being requested.
• Educate employees on policies and processes.
• Document all tickets, video calls, and chat requests with regarding employee’s inquiries accurately using the organizations’ tools.
• Provide outstanding customer service on every ticket, video calls or chat requests.
• Ensure accurate and timely ticket and request 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 process teams on process clarification or case follow up
• Work with his/her team/Manager/support team on process improvements/update, participate on projects
• Handle more than one process, including processes of other geographies or regions as part of cross-training.
• Communicate clearly and effectively with colleagues

Required Technical and Professional Expertise

• Fluent in Korean and English languages
• Excellent oral and written communication skills
• Developed computer skills
• Excellent product knowledge and client HR processes
• Excellent Customer Service Skills
• Ability to handle multiple tasks.
• Ability to adhere to all organizational policies and procedures

Preferred Technical and Professional Expertise

• Willing to go on shifting schedule, if needed. Including willingness to be assigned to the night shift (requirements vary).
• Willing to render pre, post and weekend overtime, if needed.
• Willing to be cross-trained to other geographies or regions, if needed.
• Willing to assist other processes including process teams, when needed.
• Willing to adjust to any requirement set by operations.