Enterprise Operations Helpdesk Coordinator

5 days ago

Manila, National Capital Region, Philippines Avature Full time

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

Helpdesk Coordinator 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 of contact mediums and respond to a wide range of inquiries.

Key Responsibilities:

  • Resolve customer inquiries through multiple contact mediums assisting hiring managers, applicants, candidates, client employees, recruitment staff, and other stakeholders.
  • 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 the recruitment process. Adhere to and have knowledge of IBM and client policies, procedures, and recruitment processes.
  • Perform other miscellaneous duties as required by management.
  • Resolve internal and external candidate 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 education:

Bachelor's Degree

Preferred education:

Bachelor's Degree

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 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 experience:

  • At least 1+ year experience in Customer Service.
  • At least 3-6 months experience in Human Resource and/or Staffing.
  • RPO experience.
ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market-leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that dedication to our clients' success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company.

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason, and science, we can improve business, society, and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title: Helpdesk Coordinator (RPO)

Job ID: 24560

City / Township / Village: QUEZON CITY

State / Province: National Capital Region (Manila)

Country: Philippines

Work arrangement: Hybrid

Area of work: Enterprise Operations

Employment type: Regular

Position type: Entry Level

No Travel

Company: (0856) IBM Business Services

Shift: Evening

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