Customer Care Specialist - Payroll

November 12

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Employment Hero

WebsiteLinkedInAll Job Openings

HR Software • Employee Benefits • HR System on Cloud • HR Platfrom • HR System

501 - 1000

💰 Series F on 2022-02

Description

• At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone. • Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down. • As a Customer Care Specialist (Payroll), you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero Payroll product. • You will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. • Addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. • The expected hours of the role are Monday to Friday from 8.30am to 5.30pm (PH local time). • Responding to and resolving customer tickets, calls and queries related to the Employment Hero payroll Platform in a timely manner. • Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers. • Proactively analyse and understand product functionality across the platform and logic in detail; testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements. • Conduct/triage customer support issues and assign to the appropriate team or resolve where possible. • Escalating issues related to bugs or product logic/functionality concerns where necessary. • Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes. • Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs). • Proactively contribute feature requests and Help Centre suggestions, using customer insights.

Requirements

• 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email. • Relevant Australian payroll Experience e.g. KeyPay/Employment Hero • Prior exposure to customer experience within a SaaS (Software as a Service) environment. • Exposure to working in fluid, high change and high velocity environments. • Problem solving skills with a sound and thorough approach to troubleshooting. • Ability to manage competing priorities, working autonomously; requesting assistance where needed. • Strong and polished verbal and written communication skills.

Benefits

• Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year) • 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package • Generous leave allowance - 24 days per annum