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IBM Helpdesk Coordinator RPO 
Philippines, Quezon City 
621359257

12.08.2024

Your Role and Responsibilities
The
Helpdesk Coordinator
  • 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