Employment Hero seeks a Customer Care Specialist (Payroll) to join our Customer Experience team. You'll provide post-implementation support for the Employment Hero Payroll product, resolving customer queries and ensuring accuracy and success.
What You'll Do
- Respond to and resolve 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 customers.
- Proactively analyse and understand product functionality and logic in detail; test in platforms to identify user error/system logic and root causes.
- Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
- Escalate issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
- Work with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them.
- Leverage Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations, and referencing customer interactions.
- Proactively contribute feature requests and Help Centre suggestions using customer insights.
What We're Looking For
- 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.
Technical Stack
- Zendesk
- Salesforce
Team & Environment
Work within the Customer Experience team.
Benefits & Compensation
- Work remotely with flexibility to own your time and impact.
- Access to cutting-edge tools to amplify your work, knowledge and outputs.
- Surround yourself with ambitious, outcome-driven colleagues.
- Own ESOP (employee share options) in one of the world’s fastest-growing tech companies.
- Generous paternity leave policy.
- Subsidised egg freezing.
- WFH office expense budget.
- Outstanding learning & development opportunities.
Work Mode
This is a remote position based in the Philippines.
Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
