People Support Associate

WebBeds; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

WebBeds is seeking a People Support Associate in Manila to be the first point of contact for employees seeking Talent & Culture support. You will provide guidance on T&C policies and processes, resolve queries, and escalate complex issues when necessary to ensure a timely, accurate employee experience.

In this role you will use HR systems and knowledge bases, triage inquiries, maintain records, contribute to FAQs, and support onboarding and benefits administration.

Qualifications

• 5+ years of experience in HR/Talent & Culture service centre or shared services.
• Experience in a HR/Talent & Culture, customer service, or contact centre environment.
• Understanding of HR/Talent & Culture processes, policies, and employment legislation.
• Strong communication and interpersonal skills with a focus on customer service.
• Proficiency in using HR/Talent & Culture systems, ticketing tools, and knowledge management platforms.
• Exceptional organizational skills, with the ability to manage multiple queries and priorities.
• Attention to detail and accuracy with sensitive information and documentation.
• Proactive problem-solving and adaptability in a dynamic environment.
• Collaborative mindset to work across teams and departments.
• Discretion and confidentiality when handling employee data.

Responsibilities

• Act as the first line of support for employee inquiries, delivering accurate guidance on Talent & Culture policies and processes.
• Utilize HR systems and knowledge bases to resolve queries efficiently.
• Triage inquiries, resolving straightforward issues and escalating complex matters to appropriate teams.
• Maintain accurate records of employee interactions and resolutions in the system.
• Contribute to the development and maintenance of knowledge base content and FAQs.
• Collaborate with colleagues and escalate issues to ensure timely resolution of complex queries.
• Provide support for onboarding, benefits administration, and policy interpretation.
• Monitor open queries to ensure timely progress and inform employees of status.
• Deliver exceptional customer service with a friendly, empathetic, and professional approach.
• Stay up to date with company policies and Talent & Culture processes.

Skills

HR/Talent & Culture experience

Customer service

HR policies & employment law

Communication skills

HR systems & ticketing

Organization skills

Attention to detail

Problem solving

Team collaboration

Discretion & confidentiality

Tools

HRIS

Ticketing systems

Knowledge management platforms

Job description

Job Description

Launched in 2013, WebBeds is a global marketplace for the travel trade, providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers, aggregates and merchandises that content in the WebBeds platform, then distributes it to its global network of travel trade buyers, who sell to the travelling public.

About WebBeds

Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue.

Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they can search, shop and book online through one of WebBeds trade only booking sites.

WebBeds operates globally through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) and Americas – with over 1,900 travel professionals working in 120 cities across 50 countries worldwide. WebBeds also operates specialist brand UHI. UHI is a genuine pioneer, providing online pilgrimage travel services to travel agencies worldwide.

Find out more about the WebBeds business at www.webbeds.com

WebBeds is a travel brand of the Web Travel Group (ASX: WEB).

People Support Associate

As People Support Associate, you will serve as the first point of contact for employees seeking Talent & Culture support. Leveraging your broad understanding of Talent & Culture policies and processes, you will provide guidance, resolve queries, and escalation complex issues when necessary. Your role is critical in ensuring employees receive timely and accurate support, contributing to an excellent employee experience.

Key Responsibilities

• Act as the first line of support for employee inquiries, delivering accurate advice and guidance on Talent & Culture (T&C) policies, procedures, and processes
• Utilize available resources and technology, such as T&C systems and knowledge bases, to resolve queries efficiently
• Triage employee inquiries, resolving straightforward issues and escalating more complex matters to the appropriate teams (People Remuneration Services, T & C Executive Partners or Communities of Excellence)
• Maintain accurate records of employee interactions, ensuring all queries and resolutions are logged in the system
• Contribute to the development and maintenance of knowledge base content, including FAQs and guidance documents, to support employees and improve resolution rates
• Collaborate with colleagues and elevate issues when necessary to ensure timely and effective resolution of complex queries
• Provide support for key T & C processes, such as onboarding, benefits administration, and policy interpretation
• Monitor open queries to ensure they are resolved within agreed timelines, keeping employees informed of progress
• Deliver exceptional customer service, maintaining a friendly, empathetic, and professional approach at all times
• Stay up to date with company policies and T & C processes to ensure accurate and consistent advice is provided

The skills we would like to see in your suitcase

• Minimum 5 years of experience within HR/Talent & Culture service centre or shared services
• Experience in a HR/Talent & Culture, customer service, or contact centre environment
• Understanding of HR/Talent & Culture processes, policies, and employment legislation
• Strong communication and interpersonal skills, with a focus on delivering excellent customer service
• Proficiency in using HR/Talent & Culture systems, ticketing tools, and knowledge management platforms
• Exceptional organizational skills, with the ability to manage multiple queries and prioritize tasks effectively
• Attention to detail and accuracy when handling sensitive information and documenting interactions.
• A proactive approach to problem-solving and a willingness to learn and adapt in a dynamic environment
• Collaborative mindset, with the ability to work effectively within a team and across departments.
• Discretion and confidentiality when dealing with employee data and sensitive issues

Why choose us as your next destination

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow, influence & impact change
• Disruptive, fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation