Global HR Coordinator

IntouchCX; Manila; On-site; PHP 260,000 - 380,000; Full time

Job summary

IntouchCX is seeking a Global HR Coordinator in Manila. You will be the frontline for HR inquiries, supporting employees globally through live chat, email, and ticketing systems.

You will maintain confidential data, follow HR policies, and collaborate with HR teams to resolve issues while contributing to an excellent employee experience. The role emphasizes service excellence in a multinational setting and requires strong communication skills, HRIS experience, and attention to detail.

Qualifications

• College-level education in Human Resources, Business Administration, or related field.
• 1 year or less of HR Helpdesk experience; or 2 years in live chat/call centre roles.
• Fluent English with excellent written and verbal communication skills.
• Experience with HRIS platforms and ticketing systems; Dayforce, Zendesk, Jira a plus.
• Strong customer service, empathy, responsiveness and professionalism.

Responsibilities

• Serve as initial contact for employees' general and HR inquiries across channels (live chat, email, ticketing).
• Deliver immediate support, maintain confidentiality, and ensure accurate HR task completion using HRIS and ticketing tools.
• Collaborate with HR Specialists, Campus HR, and stakeholders to resolve issues and improve service delivery.
• Maintain knowledge base content, FAQs, and SOPs to enable self-service and efficiency.
• Monitor ticket queues and ensure timely responses; escalate when needed.
• Participate in ongoing HR policy/process training and updates.

Job description

Global HR CoordinatorReq #4299Manila, Metro Manila, Philippines

About IntouchCXIntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Global HR Coordinator for the HR Shared Services department serves as the initial point of contact for employees' general and HR-related inquiries. This position is responsible for delivering immediate support across various channels, including Live Chat, Email, and a ticketing system.

Operating within a dynamic, multinational setting, the Global HR Coordinator is crucial for ensuring service excellence, maintaining confidentiality, and accurately completing HR tasks by utilizing tools like HRIS and ticketing systems. This role supports employees globally and plays a key part in fostering a positive employee experience.

As Global HR Coordinator, You Will…

• Act as the first point of contact for general inquiries and HR inquiries across various channels (e.g., email, chat, ticketing system) and resolve issues at the first point of contact where possible.
• Ensure compliance with HR policies, labor laws, and data protection regulations while managing sensitive employee data.
• Provide high-quality customer service by responding to employee questions on benefits, policies, and procedures.
• Collaborate with HR Specialists, Campus HR, and other stakeholders to elevate and resolve complex issues.
• Support the maintenance of knowledge base content, FAQs, and SOPs to improve service delivery and employee self-service capabilities.
• Contribute to process improvement initiatives aimed at enhancing efficiency and operational excellence.
• Monitor ticket queues to ensure timely responses and resolution of inquiries, escalating issues as needed.
• Participate in ongoing training to stay updated on HR policies, system updates, and process changes.

As Global HR Coordinator, You Need…

• College-level education, preferably in Human Resources, Business Administration, or a related field preferred.
• 6 months to 1 year of experience in an HR Helpdesk.
• If no HR experience, candidates with at least 2 years of experience handling live chat or telephone calls in the call centre environment will also be considered.
• Fluent in English with excellent written and verbal communication skills.
• Experience working in HRIS platforms and ticketing systems. Experience with Dayforce, Zendesk, or Jira is considered a plus.
• Exceptional customer service skills, with a focus on empathy, responsiveness, and professionalism.
• High attention to detail and accuracy when managing sensitive HR data.
• Proficiency in Microsoft Office Suite or Google Workspace tools.
• Proven problem-solving and decision-making skills with the ability to prioritize in a fast-paced environment.