People Support Associate

WebBeds; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Global exposure to experts

Dynamic, fast-growing environment

Industry leader in travel

Culture of collaboration

Job summary

WebBeds is a global marketplace for travel products and distribution solutions. The People Support Associate serves as the first point of contact for employees seeking Talent & Culture support, guiding them through policies and processes and escalating when needed to ensure timely, accurate assistance.

Responsibilities include handling inquiries, using knowledge bases, maintaining records, supporting onboarding and benefits, and contributing to knowledge content to improve resolution rates

Qualifications

• Minimum 5 years of experience in HR/Talent & Culture service centre or shared services.
• Experience in HR/Talent & Culture, customer service, or contact centre environments.
• Understanding of HR/Talent & Culture processes, policies, and employment legislation.
• Strong communication and interpersonal skills with focus on customer service.
• Proficiency with HR systems, ticketing tools and knowledge management platforms.
• Excellent organizational skills and ability to manage multiple queries.

Responsibilities

• Act as the first line of support for employee inquiries with guidance on T&C policies.
• Resolve queries using available resources and knowledge bases.
• Triage inquiries and escalate complex matters to appropriate teams.
• Maintain accurate records of employee interactions in the system.
• Contribute to knowledge base content and FAQs.
• Collaborate with colleagues to resolve complex queries.
• Provide support for onboarding, benefits administration, and policy interpretation.
• Monitor open queries and update employees on progress.
• Deliver exceptional customer service with a professional approach.
• Stay updated with company policies and T&C processes.

Skills

HR/T&C service centre

Customer service

Communication skills

HR systems

Organizational skills

Attention to detail

Discretion/confidentiality

Team collaboration

Problem solving

Learning mindset

Tools

HR ticketing tools

Knowledge management platforms

Job description

People Support Associate

WebBeds is a global marketplace for the travel trade, providing powerful distribution solutions for travel products. In this role, 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 escalations when necessary, ensuring employees receive timely and accurate support for 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 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

Qualifications

• 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

Benefits

• 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