HR Shared Services Specialist — Employee Support Pro

Qualfon; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Qualfon is seeking a Tier 1 Frontline HR Support Specialist to serve as the primary contact for employees, managers, and stakeholders needing HR assistance. You will deliver accurate, timely, and professional support across HR processes, policies, programs, and systems with a focus on privacy and service excellence.

Key duties include handling inquiries via HR Help, guiding users on QNect/SuccessFactors, managing tickets, and contributing to knowledge management and continuous improvement.

Qualifications

• Bachelor's degree in HR, business administration, psychology or related discipline.
• Experience in HR shared services or customer support is preferred.
• Familiarity with HR systems, data privacy and process documentation.

Responsibilities

• Serve as the first contact for HR inquiries via HR Help, email, chat, or other channels.
• Provide guidance on HR policies, programs, benefits, and lifecycle processes.
• Assist employees and managers with QNect self-service functionality.
• Create, categorize, prioritize, assign, and document HR tickets according to SLAs.
• Maintain and improve knowledge articles and ensure audit-ready case documentation.

Skills

Customer service

Communication

Problem solving

Attention to detail

Empathy

Education

Bachelor's degree in HR or related field

Tools

Freshservice

SAP SuccessFactors

Qnect/SuccessFactors

Microsoft 365

AI productivity tools

Job description

Qualfon is seeking a Tier 1 Frontline HR Support Specialist to serve as the primary contact for employees, managers, and stakeholders needing HR assistance. You will deliver accurate, timely, and professional support across HR processes, policies, programs, and systems with a focus on privacy and service excellence.

Key duties include handling inquiries via HR Help, guiding users on QNect/SuccessFactors, managing tickets, and contributing to knowledge management and continuous improvement.