CPS Contact Center Specialist

ING Hubs Philippines; Metro Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

ING Hubs Philippines is seeking a candidate for the Operational Excellence role. You will respond to HR-related inquiries through a virtual agent, ensuring timely resolutions and adherence to quality standards.

The ideal candidate should contribute to engagement efforts by identifying improvements in chatbot flows and participating in knowledge sharing activities. If you're proactive and skilled in managing client relationships, apply today!

Qualifications

• Experience with virtual agent capabilities for HR support.
• Ability to triage and escalate HR inquiries accurately.
• Strong interpersonal skills to manage client relationships.

Responsibilities

• Respond to chats through the virtual agent capability.
• Provide advice on HR-related matters.
• Coordinate with local services for employee experience.
• Participate in calls and learning sessions to improve service.

Job description

Operational Excellence

Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness.

Provides advice to HR‑related matters covering all bases of HR support resolutions.

Triages transactions to Tier 2 accurately and timely.

Escalates and seeks support on complex HR inquiries and issues to risk‑manage potential escalations.

Coordinates with local people services and other workstreams to provide employee experience.

Engagement and Recognition

• Identifies potential improvements in the Chatbot flows
• Takes part in updating the knowledge base in real time
• Actively participates in calls, stand‑ups and learning sessions to strengthen service knowledge
• Proactively takes part in delivering good client working relationships

Orange Behavior

You take it on and make it happen – Meets deadlines and delivers employee experience.

You help others to be successful – Takes part in executing projects in Contact Center.

You are always a step ahead – Develops 1‑2 skills to become future‑ready (ie. ownership and accountability, problem‑solving skills, etc).

Risk

Actively raises risk concerns and reports near‑misses or valid data breaches on a timely manner.