Contact Center Specialist

3 weeks ago


Makati City, National Capital Region, 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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