Specialist, Human Resources Shared Services

Qualfon Philippines, Inc.; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a Tier 1 Frontline HR Support Specialist to serve as the primary contact for employees, managers, and stakeholders needing HR support.

You will handle inquiries through PO Help and use QNect (SuccessFactors) to validate HR data, ensuring compliance with privacy and service standards. The role emphasizes first-contact resolution, accurate data handling, and high customer satisfaction while guiding employees through HR processes and self-service tools.

Qualifications

• Bachelor's degree in HR or related field.
• 1–3 years experience in HR Shared Services or related roles.
• Knowledge of HR operations and employee lifecycle processes.
• Understanding of HR service delivery in shared services environments.
• Ability to manage high-volume employee inquiries with accuracy.
• Experience using Freshservice or similar ticketing systems.
• Experience supporting SAP SuccessFactors modules and self-service capabilities.
• Strong customer service mindset and ability to de-escalate concerns.
• Strong communication skills and proficiency with MS 365.

Responsibilities

• Serve as the first point of contact for PO inquiries via Freshservice, email, chat, or other channels.
• Provide guidance on PO policies, programs, benefits, lifecycle processes, and procedures.
• Support employees and managers in navigating QNect self-service functionality.
• Deliver accurate, consistent, customer-focused support aligned with service standards.
• Promote self-service adoption by educating employees on tools and resources.
• Create, manage, update, and resolve employee support tickets in PO Help.
• Categorize, prioritize, assign, and document cases per SLAs.
• Monitor ticket queues and ensure timely resolution.
• Escalate complex inquiries to Tier 2 teams and HR partners as needed.
• Review employee records in QNect to validate HR data.

Skills

HR Shared Services

Customer service

MS 365 proficiency

Education

Bachelor's Degree in HR/Business

Tools

Freshservice

QNect

SuccessFactors

Job description

About the role

The Tier 1 Frontline Support Specialist serves as the primary point of contact for employees, managers, and stakeholders requiring HR support. This role is responsible for delivering exceptional employee experience by providing accurate, timely, and professional support across HR processes, policies, programs, and systems. The Specialist manages employee inquiries and requests through PO Help (Freshservice), utilizes QNect (SuccessFactors) to research and validate employee data, and ensures compliance with service standards, knowledge management practices, and data privacy requirements. The role is expected to maximize first-contact resolution while maintaining a high level of customer satisfaction.

Key responsibilities

• Serve as the first point of contact for PO inquiries submitted through PO Help via Freshservice, email, chat, or other employee support channels

• Provide guidance on PO policies, programs, benefits, employee lifecycle processes, and organizational procedures

• Support employees and managers in navigating QNect self-service functionality

• Deliver accurate, consistent, and customer-focused support aligned with established PO service standards

• Promote self-service adoption by educating employees on available tools and resources

• 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

About you

• Bachelor's Degree in Human Resources, Business Administration, Psychology or related discipline

• Minimum 1-3 years experience in HR Shared Services, HR Operations, Employee Services, Contact Center Operations or Service Desk Support

• Knowledge of HR operations and employee lifecycle processes

• Understanding of HR service delivery and shared services environments

• Ability to manage high-volume employee inquiries while maintaining quality and accuracy

• Experience using Freshservice or similar ticketing/case management systems

• Experience supporting SAP SuccessFactors modules and employee self-service capabilities

• Strong customer service mindset with ability to de-escalate employee concerns and manage difficult conversations professionally

• Strong verbal and written communication skills with ability to explain HR policies and system processes clearly

• Proficiency with Microsoft 365 (Outlook, Teams, Excel, Word, PowerPoint)