HR Contact Center Specialist – Employee Experience

ING; Manila; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Inclusive culture

Learning & growth

Global HR exposure

Orange Code values

Job summary

ING in Manila is seeking a Contact Center Specialist to deliver first-line HR support to employees, candidates, and former staff via chat, email, and case management. You will apply country policies and knowledge resources to provide accurate, timely resolutions while ensuring a positive employee experience.

You will collaborate with HR teams and stakeholders to drive issue resolution, continuous improvement, and operational excellence, embodying ING's Orange Code in daily work.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Customer service orientation

Written and verbal communication

Problem-solving and critical thinking

Stakeholder management

Ownership and accountability

Resilience and adaptability

Learning new processes and tecnologias

Tools

Chat/case management tools

Job description

ING in Manila is seeking a Contact Center Specialist to deliver first-line HR support to employees, candidates, and former staff via chat, email, and case management. You will apply country policies and knowledge resources to provide accurate, timely resolutions while ensuring a positive employee experience.

You will collaborate with HR teams and stakeholders to drive issue resolution, continuous improvement, and operational excellence, embodying ING's Orange Code in daily work.