Contact Center Specialist

ING Hubs Philippines; Metro Manila; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Collaborative environment

Learning & development

Exposure to global HR processes

Job summary

ING Hubs Philippines seeks a Contact Center Specialist to deliver first-line HR support across chat, email, and case management channels. You will use country-specific policies and resources to resolve inquiries while ensuring timely responses and an excellent employee experience.

You will collaborate with HR teams to drive continuous improvement, triage to Tier 2 when needed, and contribute to a culture of accountability and proactive risk management within the Centralized People Services group.

Qualifications

• Experience delivering outstanding customer service.
• Excellent written and verbal communication skills.
• Ability to learn and apply new processes and technologies.

Responsibilities

• Respond to employee inquiries via chat, email, and case management.
• Adhere to defined response and resolution timelines.
• Provide guidance on HR questions and support requests.
• Triage and route transactions to Tier 2 support.
• Escalate complex inquiries and potential risks appropriately.
• Collaborate with People Services teams to deliver a seamless employee experience.
• Identify opportunities to improve chatbot and virtual agent workflows.
• Support maintenance and improvement of the HR knowledge base.

Skills

Customer service

Communication skills

Problem-solving

Stakeholder management

Ownership & accountability

Resilience & adaptability

Learning new processes

Job description

Contact Center Specialist

Make a Difference in Every Employee Experience

Role Summary

As a Contact Center Specialist within our Centralized People Services team, you will provide first-line HR support and guidance across a wide range of employee inquiries. You will leverage country-specific policies, knowledge resources, and support networks to deliver accurate resolutions while creating a positive employee experience.

You will also collaborate closely with HR teams and other stakeholders to ensure effective issue resolution, continuous improvement, and operational excellence.

What You Will Do

Operational Excellence

• Respond to employee and candidate inquiries through chat, email, and case management channels.
• Ensure adherence to established response and resolution timelines.
• Provide guidance on HR-related questions and support requests.
• Accurately triage and route transactions requiring Tier 2 support.
• Escalate complex inquiries and potential risks appropriately.
• Partner with local People Services teams and other stakeholders to deliver a seamless employee experience.

Continuous Improvement & Engagement

• Identify opportunities to improve chatbot and virtual agent workflows.
• Support the maintenance and continuous improvement of the HR knowledge base.
• Participate actively in team discussions, learning sessions, and daily operational huddles.
• Build strong working relationships with colleagues and internal stakeholders.

Living the Orange Code

• Take ownership and deliver high-quality employee experiences.
• Support team initiatives and projects that drive operational success.
• Continuously develop future-ready skills such as accountability, problem-solving, and stakeholder management.
• Demonstrate proactive thinking and a commitment to continuous learning.

Risk Awareness

• Proactively identify and raise potential risks.
• Report near-misses and data privacy concerns in a timely manner.
• Support a culture of compliance and responsible risk management.

About The Team

The Contact Center team serves as the front door for HR support, helping employees, candidates, and former employees receive timely and effective assistance. We are committed to delivering exceptional service, embracing innovation, and continuously improving the employee experience through collaboration, technology, and a customer-first mindset.

What We're Looking For

We are looking for professionals who are passionate about delivering outstanding service and building meaningful connections with customers and stakeholders.

Key Skills And Qualities Include

• Strong customer service orientation
• Excellent written and verbal communication skills
• Problem-solving and critical thinking capabilities
• Service mentality and customer focus
• Stakeholder management skills
• Ownership and accountability
• Resilience and adaptability in a fast-paced environment
• Ability to learn and apply new processes and technologies effectively

What We Offer

• A collaborative and inclusive work environment
• Opportunities for learning, growth, and development
• Exposure to global HR processes and stakeholders
• The chance to contribute to transformative employee experiences
• A supportive culture built on ING's Orange Code values

About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING.