Hybrid Contact Center Agent - ServiceNow & HR/Finance Support

Biopharma Asia; Taguig; Hybrid; PHP 250,000 - 420,000; Full time

Job summary

DePuy Synthes in Manila, Philippines, is seeking an Agent, Contact Center Operations to join the Global Business Services team. You will handle inquiries, create and route service requests in ServiceNow, and resolve Tier 1 issues to support HR, Finance, Procurement, and other functions.

The role emphasizes accuracy, timely documentation, and high service quality, with training and ongoing learning. Fluent English required; no routine travel.

Qualifications

• 0–2 years of experience in a contact center, shared services, employee support, customer support, service desk, or related environment.
• Strong communication and interpersonal skills with the ability to interact professionally with a diverse stakeholder population.
• Ability to follow documented procedures, service workflows, and established operational standards.
• Strong organizational skills and attention to detail.
• Ability to manage multiple inquiries, requests, and priorities in a fast-paced environment.

Responsibilities

• Receive, document, and manage inquiries, requests, and service transactions submitted through approved Contact Center channels.
• Create, categorize, prioritize, and route cases within ServiceNow and other designated service management systems in accordance with established procedures.
• Resolve Tier 1 inquiries and requests by utilizing knowledge articles, service catalogs, standard operating procedures, and available support resources.
• Perform standardized transactions supporting enterprise service functions including Human Resources, Finance, Procurement, and other GBS teams.
• Maintain complete, accurate, and timely documentation of inquiries, requests, transactions, and case resolution activities.

Skills

Communication skills

Interpersonal skills

Multitasking

Attention to detail

Education

Associate degree

Tools

ServiceNow

Microsoft Office

Ticketing systems

Job description

DePuy Synthes in Manila, Philippines, is seeking an Agent, Contact Center Operations to join the Global Business Services team. You will handle inquiries, create and route service requests in ServiceNow, and resolve Tier 1 issues to support HR, Finance, Procurement, and other functions.

The role emphasizes accuracy, timely documentation, and high service quality, with training and ongoing learning. Fluent English required; no routine travel.