IBM

Process Delivery Specialist – Contact Center (Manila)

Posted 06 June 2024
LocationPhilippines
Reference681721BR

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Equal Pay Initiatives

    Equal Pay Initiatives

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Raise Numbers Of Women In Leadership

    Raise Numbers Of Women In Leadership

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

​Introduction
Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client’s strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client’s core business processes. Uses judgment in choosing task-routine.

Your Role and Responsibilities

​

Responsible foranswering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.


Required Technical and Professional Expertise

  • If

    college graduate, more than 1yr of relevantwork experience in a

    call center

  • If

    college undergraduate, 1-2yrsof relevant work experience in a

    call center

  • Excellent written

    and

    verbal communication

    andinterpersonal skills.

  • Knowledge in

    MS Office

    applications

  • Strong customer focusand

    adaptabilityto different personality types

  • Able to work in

    multi-shiftenvironment, includingholidays

  • Able to

    multi-task, set priorities and manage time effectively

  • Experience in

    Insurance accountis a must.

  • 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

    readand

    interpretwork-related documents

  • Ability to

    respond

    to routine correspondence

  • Ability tolisten, 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 bewilling to work a flexible scheduleto meet the needs of the account, includingovertime,andemergency shifts.


Preferred Technical and Professional Expertise

  • LICENSURE/CERTIFICATIONs REQUIREMENTS

    None