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Senior Service Associate - Contact Centre (347593BR)

Customer Service

Customer Service




IntroductionThe Finance & Admin Business Analyst is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.Your Role and ResponsibilitiesAs a Senior Service Associate -Contact Center, you are responsible for receiving calls, emails, or chats and resolving HR-related queries from employees. You should be flexible to work in shifts.If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here. **Responsibilities :**+ Receive inbound calls, e-mail & chats from customers and answer questions and respond to their queries+ Educate and document enquirers on processes whenever necessary+ Provide quality customer service on every interaction+ Identify, investigate, analyse, and resolve Issues identified within process+ Monitor and process ticket in ticketing system.+ Provide floor support for escalation and query resolutionRequired Technical and Professional Expertise+ Graduate / Post Graduate in any stream+ Excellent communication skills in English both oral & written+ 2-3 years in HR Contact Centre for any International IT / ITES Company+ Has good knowledge on handling HR Contact Centre Operations related queries over Inbound Calls, Chat & E-Mail+ Strong knowledge of MS Excel & Word+ Ability 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 plans+ Ability to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business+ Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvementsPreferred Technical and Professional Expertise+ Ambitious individual who can work under their own direction towards agreed targets/goals.+ Ability to work under tight timelines and have been part of change management initiatives.+ Proven interpersonal skills while contributing to team effort by accomplishing related results as needed+ Enhance technical skills by attending educational workshops, reviewing publications etc.+ NoneAbout 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.