CPS Contact Center Senior Specialist

ING Hubs Philippines; Metro Manila; On-site; PHP 420,000 - 620,000; Full time

Job summary

ING Hubs Philippines is seeking a CPS Contact Center Senior Specialist to manage and resolve HR-related inquiries via chat, email, and outbound calls. The role emphasizes service excellence, data reporting, and stakeholder management within a busy HR support environment.

You will handle BAU and SME activities, coach peers, and contribute to process documentation while maintaining alignment with ING core values and high service standards.

Qualifications

• Excellent communication skills (verbal and written) in English.
• Analytical and problem-solving skills.
• Highly organized and able to prioritize in a fast-paced and multi-tasking environment.
• High attention to details.
• Knowledge of Service Now and Workday is a plus.

Responsibilities

• Manage and resolve employee and external HR inquiries via chat, email, and calls.
• Provide education on self-service tools and HR guides.
• Support green service and peer coaching initiatives.
• Monitor performance and assist with quality audits and data reporting.
• Maintain HR process documentation and support project monitoring.
• Manage customer and stakeholder relationships and training for new hires.
• Act as the country point-of-contact for HR processes and pillar engagement.
• Deliver excellent customer experience and service standards.
• Assist HR Partners to resolve employee concerns and triage as needed.

Skills

Customer service

Analytical and problem solving

Relationship building

Core values

Time management

Communication skills

Attention to detail

Resourceful

Service Now knowledge

Education

College graduate

Tools

Service Now

Workday

Job description

Job Description:

CPS Contact Center Senior Specialist

This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards.

Senior Specialist/Process SME Responsibilities:

• Green service support


• Peer coaching


• Performance monitoring support


• Process documentation support


• Quality audits


• Data reporting and analysis


• Project monitoring support


• Customer and stakeholder management


• New hire training


• Process / country point-of-contact


• Pillar engagement

BAU Responsibilities:

• Promptly and accurately handle people services requests at initial point of contact


• Proactively report any trends on employee concerns / requests


• Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups


• Provide education to employees on the self-service tools and guides of HR


• Proactively take part in building a collaborative team and good client working relationships


• Deliver excellent customer experience and quality service


• Keep current with HR policies, procedures, programs and systems


• Meet accuracy and service excellence SLAs and metrics


• Liase with HR Partners to resolve employee concerns, if necessary


• Perform warm transfers to other non-HR groups, if necessary

Key Capabilities/Experience:

• College graduate


• Customer service skills and background (with HR background is a plus)


• Analytical and problem-solving skills


• Ability to build positive relationship at work and with customers


• Able to represent the ING core values and way of working


• Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision


• Good knowledge on customer service best practices, concepts, and procedures

Minimum Qualifications:

• Excellent communication skills (verbal and written) in English


• Analytical and problem-solving skills


• Highly organized and able to prioritize in a fast-paced and multi-tasking environment


• High attention to details


• Resourceful


• Working knowledge on the use of Service Now and Workday is a plus

Challenges:

• Manage highly confidential information in a professional manner


• Ability to deal with various customers in terms of rank and behavior.


• Able to deliver difficult messages


• Able to carry out confidence during uncertainties / unfamiliar expectations


• Good time management to handle fast paced, multi-tasking and number driven work environment


• Quick to adapt and learn while meeting service delivery expectations