Service Associate - Contact Center

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 ResponsibilitiesPractitioners in this specialty are responsible for receiving calls, emails, or chats and resolving HR-related queries from client employees using specific Contact Center Applications. The practitioner is responsible for handling information inquiries or requests about products, services or personnel received via telephone, fax, e-mail, or chat from customers, IBM personnel or business partners. Services provided may include, but are not limited to, the following: general inquiry support, service delivery support, education enrolment assistance, business partner service, data base management. They perform interrelated activities that deliver the primary service provided by the business function. They have knowledge and experience in using a few specialized tools and procedures to address the requester's needs. Primary measurement is customer satisfaction with the handling of the requests.Qualification & Skills:Any Non-Technical Graduate / Post GraduateExcellent communication skills in English both oral & written2-5years over all experience with minimum of 1-3 years in HR Contact Centre for any International IT / ITES Company at an L1Service DeliveryHas good knowledge on handling HR Contact Centre Operations related queries over Inbound Calls, Chat & E-MailStrong knowledge of MS Excel& WordAbility to manage multiple, diverse priorities under time pressure to meet key customer and financial deadlinesAbility to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plansAbility to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the businessAbility to trouble-shoot and implement changes in his/her processes; ability to identify major areas of concern regarding compliance to travel policy as well as recommend measures to address identified exceptions; ability to analyse and present travel spending data in a way that will provide optimum benefits to the businessEffectively Works with Others -Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvementsExcellent CustomerService skills -ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issuesHigh degree of numeracy skills with meticulous attention to detailsTeam work -the ability to work well within the team is key to this roleRole & Responsibilities:Receive inbound calls, e-mail & chats from customers and answer questions, as well as question participants to obtain full understanding of what information is being requested(Level 1)Educate enquirers on client processes whenever necessaryDocument all enquiries accuratelyProvide quality customer service on every interactionCommunicate clearly and effectively with participantsPerform other tasks as requiredMandatory:Should have a valid passportShould have excellent communication skills (oral & written) in EnglishShould have strong MS Excel& WordShould be open to working in MEA Shifts (Sunday to Thursday: 2.00pm EET-11.00pm EETRequired Technical and Professional ExpertiseCheck the Role & Responsibilities partPreferred Technical and Professional ExpertiseNoneAbout Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.Your Life @ IBMWhat matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.