HR Helpdesk Specialist — First-Contact Employee Support

Qualfon Philippines, Inc.; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a Tier 1 Frontline HR Support Specialist to serve as the primary contact for employees, managers, and stakeholders needing HR support.

You will handle inquiries through PO Help and use QNect (SuccessFactors) to validate HR data, ensuring compliance with privacy and service standards. The role emphasizes first-contact resolution, accurate data handling, and high customer satisfaction while guiding employees through HR processes and self-service tools.

Qualifications

• Bachelor's degree in HR or related field.
• 1–3 years experience in HR Shared Services or related roles.
• Knowledge of HR operations and employee lifecycle processes.
• Understanding of HR service delivery in shared services environments.
• Ability to manage high-volume employee inquiries with accuracy.
• Experience using Freshservice or similar ticketing systems.
• Experience supporting SAP SuccessFactors modules and self-service capabilities.
• Strong customer service mindset and ability to de-escalate concerns.
• Strong communication skills and proficiency with MS 365.

Responsibilities

• Serve as the first point of contact for PO inquiries via Freshservice, email, chat, or other channels.
• Provide guidance on PO policies, programs, benefits, lifecycle processes, and procedures.
• Support employees and managers in navigating QNect self-service functionality.
• Deliver accurate, consistent, customer-focused support aligned with service standards.
• Promote self-service adoption by educating employees on tools and resources.
• Create, manage, update, and resolve employee support tickets in PO Help.
• Categorize, prioritize, assign, and document cases per SLAs.
• Monitor ticket queues and ensure timely resolution.
• Escalate complex inquiries to Tier 2 teams and HR partners as needed.
• Review employee records in QNect to validate HR data.

Skills

HR Shared Services

Customer service

MS 365 proficiency

Education

Bachelor's Degree in HR/Business

Tools

Freshservice

QNect

SuccessFactors

Job description

Qualfon Philippines, Inc. is seeking a Tier 1 Frontline HR Support Specialist to serve as the primary contact for employees, managers, and stakeholders needing HR support.

You will handle inquiries through PO Help and use QNect (SuccessFactors) to validate HR data, ensuring compliance with privacy and service standards. The role emphasizes first-contact resolution, accurate data handling, and high customer satisfaction while guiding employees through HR processes and self-service tools.