Job Description

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

About Business Unit IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

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.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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

Being You @ IBM IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.