Specialist, Human Resources Shared Services

Qualfon Philippines, Inc.; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking an HR helpdesk agent to serve as the first point of contact for HR inquiries submitted through PO Help via Freshservice, email, chat, or other channels.

You will guide employees and managers on HR policies, programs, benefits, and lifecycle processes, and assist with QNect self-service tasks, maintaining accurate, audit-ready ticket records. The role emphasizes customer-focused support, empathy, ownership, and collaboration with HR partners to resolve issues

Responsibilities

• Serve as the first point of contact for HR inquiries submitted through PO Help via Freshservice, email, chat, or other employee support channels
• Provide guidance on HR policies, programs, benefits, employee lifecycle processes, and organizational procedures
• Support employees and managers in navigating QNect self-service functionality
• Create, manage, update, and resolve employee support tickets within PO Help
• Accurately categorize, prioritize, assign, and document cases according to established procedures and service level agreements (SLAs)
• Monitor ticket queues and ensure timely case resolution
• Escalate complex inquiries to Tier 2 team, PO Business Partners, HR Centers of Excellence, Payroll, Benefits, or other support groups as required
• Utilize QNect to review employee records and validate HR data when supporting inquiries
• Assist employees and managers with QNect transactions, including personal information updates, job information inquiries, organizational data inquiries, employee profile navigation, manager/employee self-service requests, and workflow and approval status inquiries
• Identify potential data discrepancies and coordinate with appropriate teams for resolution
• Utilize knowledge articles, SOPs, and process documentation to deliver consistent support
• Maintain complete and accurate case documentation to ensure audit readiness and knowledge sharing
• Identify recurring issues and recommend improvements to ticket workflows and service processes
• Deliver a positive and professional customer experience during every interaction
• Demonstrate empathy, ownership, and accountability when handling employee concerns

Job description

About the role

Serve as the first point of contact for HR inquiries submitted through PO Help via Freshservice, email, chat, or other employee support channels. Provide guidance on HR policies, programs, benefits, employee lifecycle processes, and organizational procedures. Support employees and managers in navigating QNect self-service functionality and deliver accurate, consistent, and customer-focused support aligned with established PO service standards.

Key responsibilities

• Serve as the first point of contact for HR inquiries submitted through PO Help via Freshservice, email, chat, or other employee support channels
• Provide guidance on HR policies, programs, benefits, employee lifecycle processes, and organizational procedures
• Support employees and managers in navigating QNect self-service functionality
• Create, manage, update, and resolve employee support tickets within PO Help
• Accurately categorize, prioritize, assign, and document cases according to established procedures and service level agreements (SLAs)
• Monitor ticket queues and ensure timely case resolution
• Escalate complex inquiries to Tier 2 team, PO Business Partners, HR Centers of Excellence, Payroll, Benefits, or other support groups as required
• Utilize QNect to review employee records and validate HR data when supporting inquiries
• Assist employees and managers with QNect transactions, including personal information updates, job information inquiries, organizational data inquiries, employee profile navigation, manager/employee self-service requests, and workflow and approval status inquiries
• Identify potential data discrepancies and coordinate with appropriate teams for resolution

About you

• Utilize knowledge articles, standard operating procedures (SOPs), and process documentation to deliver consistent support
• Maintain complete and accurate case documentation to ensure audit readiness and knowledge sharing
• Identify recurring issues and recommend improvements to ticket workflows and service processes
• Deliver a positive and professional customer experience during every interaction
• Demonstrate empathy, ownership, and accountability when handling employee concerns