practitioner - service Associate (contact center)Ibm

Introduction
Ready to help build IBM's biggest asset - its talent? As a Recruitment Professional, you serve an integral role as the main point of contact for both candidates and hiring managers, guiding them through the full recruiting lifecycle. Work with a team using the most innovative approaches to attraction, sourcing, selection, interviewing, offering, and closing. This is an opportunity to shape IBM's future. Start your journey now!
Your Role and Responsibilities
The Practitioner - Service Associate (Contact Center) is a recruitment contact center staff that supports live calls, emails, chats and web based requests. This team is committed to delivering efficient, knowledgeable and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.
Responsibilities:
Resolve customer inquiries through multiple contact mediums
Assisting Hiring Managers, applicants, candidates, client employees, recruitment staff, and other stake holders
Demonstrate exceptional customer service skills and emotional intelligence
Availability to work any shift
Use critical thinking skills to independently assess and resolve situations
Communicate clearly in English - both verbal and written communication
Handle a minimum of 50+ calls a day, in addition to managing a workload from other contact mediums
Simultaneously use phones, contact center software and other contact mediums
Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
Work with internal and external stakeholders to ensure proper customer service is being delivered
Deliver on a multitude of services - including application assistance, status of application requests, employee referral requests, requisition creation, password resets and similar services
Act as a company gatekeeper and liaison to recruitment process
Adherence and knowledge of IBM and client policies, procedures and recruitment process
Some reporting may be required
Perform other miscellaneous duties as required by the management
Resolve internal and external candidate's inquiries through multiple contact mediums (phone, chat, internal cases and email)
Assist hiring managers and recruitment staff to create and/or modify job requisitions
Assist current and former employees to fulfill their HR needs
Required Technical and Professional Expertise
At least 1 year of experience in Customer Service
At least 1 year of experience in an office environment using the telephone and computer as the primary instrument to perform your job duties
At least 1 year of experience with computers including in-depth internet knowledge and working proficiency in Word, Excel and Outlook
Ability to work on any shift
High fluency in English - both written and verbal communication
Preferred Technical and Professional Expertise
At least 3-6 months of experience in Human Resource and/or Staffing
IBM

Quezon City, Metro Manila
Permanent
Full-time