Your Role and ResponsibilitiesSupports Global IBMers through answering questions and transaction via tickets, video calls and chat. Additional channels will also be included as the organization requires it.
- Receive inbound tickets and chat requests from customers and answer questions, requests and obtain full understanding of what information is being requested.
- Educate employees on policies and processes.
- Document all tickets, video calls, and chat requests with regarding employee’s inquiries accurately using the organizations’ tools.
- Provide outstanding customer service on every ticket, video calls or chat requests.
- Ensure accurate and timely ticket and request 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 process teams on process clarification or case follow up
- Work with his/her team/Manager/support team on process improvements/update, participate on projects
- Handle more than one process, including processes of other geographies or regions as part of cross-training.
- Communicate clearly and effectively with colleagues
Required Technical and Professional Expertise
- Fluent in Korean and English languages
- Excellent oral and written communication skills
- Developed computer skills
- Excellent product knowledge and client HR processes
- Excellent Customer Service Skills
- Ability to handle multiple tasks.
- Ability to adhere to all organizational policies and procedures
Preferred Technical and Professional Expertise
- Willing to go on shifting schedule, if needed. Including willingness to be assigned to the night shift (requirements vary).
- Willing to render pre, post and weekend overtime, if needed.
- Willing to be cross-trained to other geographies or regions, if needed.
- Willing to assist other processes including process teams, when needed.
- Willing to adjust to any requirement set by operations.