Employee Experience Coordinator (Hybrid for Pampanga or Cebu Office)
Full Time Employee
Job Summary
This role is crucial in providing a 5-star service experience to our staff, ensuring they feel valued, important, and well taken care of.Job Description
About Us:
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
JOB SUMMARY:
The Staff Services Coordinator is responsible for ensuring that all employee inquiries and issues are addressed promptly and effectively. This role is crucial in providing a 5-star service experience to our staff, ensuring they feel valued, important, and well taken care of.
The Coordinator will manage and track HR tickets through HubSpot, ensuring all responses are within the established Service Level Agreement (SLA).
DUTIES & RESPONSIBILITIES:
Ticket Management:
● Monitors and manages HR tickets in HubSpot, ensuring timely responses within SLA.
Employee Communication:
● Serves as the main point of contact for employee inquiries, providing clear and helpful information.
Service Excellent
● Ensures all interactions with employees are handled professionally and with a customer-service mindset, aiming for a 5-star experience.
● Conducts follow-ups on resolved tickets to ensure employee satisfaction and identify areas for improvement.
● Work closely with HR team members to escalate and resolve complex issues quickly.
Employee Experience
● Facilitates Experience Measurement/Data Collection and Analyzation
● Compiles Employee Experience reports summarizing takeaways
● Assists and coordinate in company wide engagement activities
Report:
● Generate reports on ticket status, response times, and employee satisfaction metrics.
● Presents the data to the team as needed.
Process Improvement:
● Identify trends in employee inquiries and propose improvements to HR processes and services.
QUALIFICATIONS:
Education:
● Bachelor’s degree in relevant field, preferably a degree holder in Human Resources.
Experience:
● At least 2 to 3 years of experience as an HR practitioner.
Skills & Competencies:
● Strong communication skills, solid organizational skills and the ability to work independently.
● Previous experience in creating strategies/ideas from the conceptual stage through the implementation and the execution.
● Strong technical and analytical skills, problem solving and resolution skills.
● Ability to effectively communicate and manage tasks is required.
● Patient and passionate.
Work Schedule
1PM to 10PM PH Time
Work Location
Hybrid, Either Pampanga or Cebu Office
Willing to work onsite at least 2-3x per week
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