Process Delivery Specialist – Contact Center (Eastwood City, Libis QC)
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- Enterprise Operations
- Entry Level
Process Delivery Specialist – Contact Center (Eastwood City, Libis QC)
-
- Enterprise Operations
- Entry Level
In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.
You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
Your Role and Responsibilities
You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
- Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
- Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
- Provides resolutions to caller problems and issues including researching and exploring alternative solutions
- Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
- Accepts payment and initiates disbursement requests over the phone
- Navigates through a computerized data entry system or other relevant applications
- Manages documentation of all call information according to standard operating procedures
- Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
- Undertakes all compliance and regulatory training in line with company requirements
- Accountable in keeping up with process related learnings/training and meet performance standards set by the business
- Completes customer’s transactional requests as provided by caller.
- Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
- Demonstrates accuracy in processing changes to customer policies based on the information provided
- Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
- Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
- Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.
Required Technical and Professional Expertise
- College graduate, fresh graduates AND experienced professionals are accepted
- College undergraduate, 1-2yrs of relevant work experience in a call center
- 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
- Location: Must be willing to report onsite – Eastwood City Libis
- Shift: Night Shift
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 exceptions
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.
Preferred Technical and Professional Expertise
- LICENSURE/CERTIFICATIONs REQUIREMENTS
None
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Key Job Details
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