Contact Center Specialist

1 month ago

Makati, Philippines ING Full time

General Accountability: 

This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards. This role will primarily support Australia 

 

Specific Responsibilities: 

Promptly and accurately handle centralized people services requests at initial point of contract 

Proactively report any trends on employee concerns / requests 

Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups 

Provide education to employees on the self-service tools and guides of HR 

Proactively take part in building a collaborative team and good client working relationships 

Deliver excellent customer experience and quality service 

Keep current with HR policies, procedures, programs and systems 

Meet accuracy and service excellence SLAs and metrics 

Liase with HR Partners to resolve employee concerns, if necessary 

Perform warm transfers to other non-HR groups, if necessary 

 

Competencies 

College graduate 

Customer service skills and background (with HR background is a plus) 

Ability to build positive relationship at work and with customers 

Able to represent the ING core values and way of working 

Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision 

Excellent communication skills (verbal and written) in English 

Analytical and problem-solving skills 

Good knowledge on customer service best practices, concepts, and procedures 

Highly organized and able to prioritize in a fast-paced and multi-tasking environment 

High attention to details   

Resourceful 

Working knowledge on the use of Service Now and Workday is a plus 

 

Challenges 

Manage highly confidential information in a professional manner 

Ability to deal with various customers in terms of rank and behavior. 

Able to deliver difficult messages 

Able to carry out confidence during uncertainties / unfamiliar expectations  

Good time management to handle fast paced, multi-tasking and number driven work environment  

Quick to adapt and learn while meeting service delivery expectations 

 

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