Contact Center Senior Specialist

1 week ago

Makati City, National Capital Region, Philippines ING Full time ₱1,200,000 - ₱2,400,000 per year
  • REQ
  • 26/08/2025
  • Customer Loyalty
  • Makati City, Filipijnen
  • ING Hubs

This role is primarily accountable in managing and resolving employee & eternal requests and queries related to Human Resources via variety of channels (chat, , and outbound call) within the defined service standards. This role will primarily support Philippines for BAU, while supporting Philippines, Australia and WB Asia as a Subject-Matter-Epert:

Subject Matter Epert Responsibilities:

  • Green service delivery
  • Peer coaching
  • Performance monitoring
  • Process documentation maintenance
  • Quality audits
  • Data reporting and analysis
  • Project management
  • Customer and stakeholder management
  • New hire training
  • Process point-of-contact
  • Pillar engagement

BAU Responsibilities (Philippines Support):

  • Promptly and accurately handle people services requests at initial point of contact
  • Proactively report any trends on employee concerns / requests
  • Identify and coordinate eceptions, 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 ecellent customer eperience and quality service
  • Keep current with HR policies, procedures, programs and systems
  • Meet accuracy and service ecellence SLAs and metrics
  • Liase with HR Partners to resolve employee concerns, if necessary
  • Perform warm transfers to other non-HR groups, if necessary

Key Capabilities/Eperience:

  • College graduate
  • Customer service skills and background (with HR background is a plus)
  • Analytical and problem-solving skills
  • 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 ecellence and able to work independently or within a team or under minimal supervision
  • Good knowledge on customer service best practices, concepts, and procedures

Minimum Qualifications:

  • Ecellent communication skills (verbal and written) in English
  • Analytical and problem-solving skills
  • 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 epectations
  • Good time management to handle fast paced, multi-tasking and number driven work environment
  • Quick to adapt and learn while meeting service delivery epectations

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Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.

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