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 :
Excellent oral and written communication skills.
Developed computer skills – Word, Excel, Explorer, etc
Excellent product knowledge and client HR processes
Excellent Customer Service Skills
IBM 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.