IBM Helpdesk Coordinator RPO 

Philippines, Quezon City 

19910043

• 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
• 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 experience in Customer Service
• At least 3-6 months experience in Human Resource and/or Staffing
• At least 1+ year experience in an office environment using the telephone and computer as the primary instrument to perform your job duties
• At least 1+ year experience with computers including in-depth internet knowledge and working proficiency in Word, Excel and Outlook
• High fluency in English – both written and verbal communication

Preferred Technical and Professional Expertise

• At least 6 months experience with a web-based applicant tracking system
• At least 6 months knowledge of functional recruitment best practices