Human Resources Specialist II - Cebu City

Human Resources Specialist II - Cebu City

  • Collaborate with the team lead and Service desk team member (Email and Phone) effectively to ensure that team objectives are met
  • Collaborate with SME (tier 2) to resolve more complex queries or work on requests
  • Ensure customer service is timely and accurate on a daily basis
  • Establish specific Customer Service and Quality standards
  • Improve efficiency and effectiveness of helpdesk activity by analyzing and proposing recommendations for improvement
  • Meet the team performance metrics
  • Track daily, weekly and monthly reports on help desk team’s productivity
  • Develop Help Desk knowledge base and SOP documentation which is accurate, relevant, accessible and easy to understand
  • Record and track cases in the case management system, assign severity and follow through to ensure each case is resolved and SLAs can be measured and improved

To be Considered Candidates:

Must be authorized to work in the country where the position is located and be able to interview on site., Must be authorized to work in the country where the position is located.

Basic Job Requirements

  • Accredited 4-year degree/Bachelor's degree
- Has 5-7 years of experience working ins Help Desk- Technical Support/ - Customer Support environment
  • Experience in IT/BPO/ Shared Services environment
  • Excellent written and verbal communication skills
  • Excellent people management and customer relationship skills
  • Must possess Computer skills with proficient knowledge of Ms-Office Application
  • Must have experience using CRM tools or similar systems (Oracle,ISM Ticketing )

Other Job Requirements

  • Strong English language verbal and written communication skills essential, excellent telephone manner with clear, concise and professional communication skills.
  • Organized and capable of multitasking in a fast paced, team driven environment
  • Self-motivated, capable of managing time efficiently and productively
  • Possess strong technical and analytic skills and exhibit creative problem solving abilities
  • Experience in managing a HR Helpdesk or a similar role
  • Experience of applying organization, initiative and planning to help resolve customer issues.
  • Demonstrates the ability to 'Think outside the box', as in thinking imaginatively using new ideas instead of traditional or expected ideas
  • Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
  • Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems
  • Proactive, service oriented mind-set

Preferred Qualifications

Knowledge of various HR disciplines preferred

Degree Required


Requisition Number


Fluor Corporation - 3 hours ago
Experience Requirements: 
Not requirements
Date posted:
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