Contact Center Specialist

REQ-10096366
20/05/2025
Customer Loyalty
Makati City, Philippines
ING Hubs

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 Responds to chats through the virtual agent capability and ensures
adherence to response and resolution timeliness
 Provides advice to HR-related matters covering all bases of HR
support resolutions
 Triages transactions to Tier 2 accurately and timely
 Escalates and seeks support on complex HR inquiries and issues to
risk manage potential escalations
 Coordinates with local people services and other workstreams to
provide employee experience
 Identifies potential improvements in the Chatbot flows
 Takes part in updating the knowledge base real-time
 Actively participates in calls, stand-ups and learning sessions to
strengthen service knowledge
 Proactively takes part in delivering good client working relationships

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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.