CPS Contact Center Specialist

TL;DR

CPS Contact Center Specialist: Providing comprehensive HR support through virtual agent channels and managing employee inquiries with an accent on resolution timeliness and accurate triage. Focus on identifying process improvements, maintaining knowledge bases, and actively managing risk to ensure a high-quality employee experience.

Location: Onsite in Manila (One Ayala Tower 2)

Company

hirify.global is a global technology and operations center supporting ING's banking services worldwide.

What you will do

• Respond to HR-related inquiries via chat and ensure adherence to resolution timelines.
• Triage transactions to Tier 2 support accurately and escalate complex issues to manage risk.
• Coordinate with local people services to deliver a seamless employee experience.
• Identify and suggest improvements for Chatbot flows.
• Maintain and update the knowledge base in real-time.
• Participate in team stand-ups and learning sessions to enhance service knowledge.

Requirements

• Must be based in Manila and able to work onsite at One Ayala Tower 2.
• Strong communication skills for handling HR-related inquiries.
• Ability to manage complex issues and escalate appropriately.
• Proactive mindset toward risk management and data security.
• Commitment to developing professional skills such as ownership and problem-solving.

Culture & Benefits

• Focus on professional development and becoming future-ready.
• Collaborative environment with an emphasis on helping others succeed.
• Active participation in project execution and team engagement.
• Commitment to operational excellence and high-quality service delivery.