{"id":2801179,"url":"https://alion.io/job/kenvue-people-support-specialist","title":"People Support Specialist","company":{"id":7095,"name":"Kenvue","domain":"kenvue.com","url":"https://alion.io/company/kenvue","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":93,"open_postings":31,"ghost_share":0,"stale_share":0.452,"repost_share":0.065,"time_to_fill_p50_days":15,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China","China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":30000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2025-11-10T00:00:00Z","employer_posted_date":"2025-11-10","last_verified_at":"2026-11-05T23:53:56Z","board_verified":true,"closed_at":null,"days_open":361,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":360},"description":"Kenvue is currently recruiting for a:\nPeople Support SpecialistWhat we do\nAt Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.\nWho We Are\nOur global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours. For more information, click here.\nRole reports to:\nPeople Support Success LeadLocation:\nAsia Pacific, Philippines, National Capital, ParanaqueWork Location:\nHybridWhat you will do\nWhat You Will Do\nThe People Support Specialist is responsible for delivering outstanding customer service and resolving inquiries across various communication channels, such as phone calls, emails, and chat. Additionally, this position will also contribute to complex tasks, projects, process alignments, and act as a point of contact for various functions within the organization. A significant portion of its time will also be dedicated to training, ensuring quality deliverables and fostering continuous improvement.\nKey Responsibilities\nProvide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, and chat.\n\nAssist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.\n\nEffectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.\n\nApply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.\n\nDemonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.\n\nCommunicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee.\n\nActively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.\n\nAdhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.\n\nCollaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as HR, Payroll etc.\n\nConduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.\n\nMonitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.\n\nContribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.\n\nMonitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.\n\nGenerate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.\n\nAbility to perform a wide range of administrative activities, including workforce management, report generation, and other ad hoc administrative tasks to support the smooth functioning of the contact center operations.\n\nWhat We Are Looking For\nRequired Qualifications\n2+ years of experience in Shared Services or Customer Service role or equivalent experience\n\nRequired proficiency in Mandarin and in English\n\nStrong preference for candidates with a background in Training and/or Quality Assurance\n\nA genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.\n\nProven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.\n\nExcellent prioritization skills, ensuring timely follow-up and resolution of customer inquiries.\n\nStrong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues.\n\nStrong knowledge of HR and Payroll processes, policies, and regulations.\n\nExceptional written and verbal communication skills, exhibiting professionalism in internal and external communications. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism.\n\nDemonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment.\n\nAbility to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions.\n\nDemonstrates trustworthiness and discretion in securing and maintaining confidential information. Exhibits professionalism and exercises sound judgment. Understands the short-term and long-term implications of decisions and actions.\n\nStrong interpersonal skills, fostering effective collaboration as part of a diverse team to achieve common goals.\n\nFlexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.\n\nThrives in a fast-paced, self-directed team-based environment, delivering results with efficiency and accuracy.\n\nWillingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.\n\nDesired Qualifications\nExperience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)\n\nUnderstanding of shared service and contact center operations\n\nExperience with service center technologies and processes\n\nExperience in training delivery and quality assurance is highly desirable.\n\nStrong knowledge of workforce management principles and practices.\n\nWhat’s In It For You\nCompetitive Benefit Package\n\nPaid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!\n\nLearning & Development Opportunities\n\nEmployee Resource Groups\n\nThis list could vary based on location/region\n\nKenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.\nIf you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.","description_format":"text","description_chars":8009,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All 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