IBM RRT4019- HR Delivery Specialist (Mandarin) in QUEZON CITY, Philippines

Major Job Duties & Detail Receive inbound calls/emails/chat from customers and answer questions, as well as question employees to obtain full understanding of what information is being requested. Educate employees on client processes whenever necessary Document all calls/emails/chat with regards to employee's inquiries accurately using contact center tools. Provide quality customer service on every call/email/chat. Ensure accurate and timely ticket 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 back office team on process clarification or case follow up- Work with his/her team/Team Leader/support team on process improvements/update, participate on projects- Handle more than one process, including processes of other delivery centers as part of cross-training. Communicate clearly and effectively with participants

Excellent oral and written communication skills. Developed computer skills – Word, Excel, Explorer, etc Excellent product knowledge and client HR processes Excellent Customer Service Skills

Human Resources