18 National Sales Leadership jobs in the Philippines

**Introduction**
Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client's strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client's core business processes. Uses judgment in choosing task-routine.

**Your Role and Responsibilities**
You will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
- Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
- Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
- Provides resolutions to caller problems and issues including researching and exploring alternative solutions
- Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
- Accepts payment and initiates disbursement requests over the phone
- Manages documentation of all call information according to standard operating procedures
- Undertakes all compliance and regulatory training in line with company requirements
- Accountable in keeping up with process related learnings/training and meet performance standards set by the business
- Completes customer’s transactional requests as provided by caller.
- Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
- Demonstrates accuracy in processing changes to customer policies based on the information provided
- Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
- Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
- Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.

**Required Technical and Professional Expertise**
- 4 year-course graduate or undergraduate with not less than 12 months work experience in a contact center
In-depth knowledge of insurance products is a plus
- Excellent written and verbal communication and interpersonal skills.
- Strong customer focus and adaptability to different personality types
- Able to work in multi-shift environment, including holidays
- Able to multi-task, set priorities and manage time effectively
- Ability to understand and follow instructions, both written and verbal.
- Demonstrate initiative and responsibility for actions
- Work independently while maintaining an effective team member mentality
- Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions
- Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.

**Preferred Technical and Professional Expertise**
At least a Vocational/ Associate Degree Holder, an undergraduate (Bachelor’s Degree) or K12 Graduate with not less than 12 months work experience in a contact center

**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.

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 s