Deel

Payroll Customer Specialist

Deel

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Identify, triage, and escalate tickets to the appropriate departments based on the type of query and associated priority, ensuring timely resolution.
  • Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations.
  • Consistently meet service level agreements by monitoring personal ticket queues and handling inbound calls promptly.
  • Proactively identify system or compliance issues reported by customers and business partners, escalate them to the manager, and collaborate with relevant teams to resolve them.
  • Stay current on product updates, system releases, and compliance legislation to optimize service delivery and minimize risk.
  • Perform advanced tax calculations and use system functions to resolve complex queries efficiently.
  • Troubleshoot complex system errors and address intricate customer issues as required.
  • Stay informed on Brazilian legislation to provide accurate guidance to customers and business partners (excluding legal advice).
  • Attend monthly upskilling sessions and maintain a high pass rate.
  • Adhere to established quality assurance best practices, ensuring high standards in all interactions.
  • Regularly review and monitor personal performance metrics, including quality of advice, call duration, call type, and telephone etiquette.
  • Provide performance feedback to the Support Manager to help maintain and improve service quality.

Requirements

  • Minimum 2–4 years’ experience working within a payroll environment.
  • Fluent in English and Portuguese.
  • Excellent communication skills and a strong commitment to quality customer service.
  • Strong analytical and problem‑solving skills.
  • Demonstrate excellent phone and email etiquette.
Benefits
  • Stock grant opportunities depending on your role, employment status, and location.
  • Additional perks and benefits based on your employment status and country.
  • Flexible remote work arrangements, with optional WeWork access.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
advanced tax calculationssystem functionstroubleshooting complex system errors
Soft Skills
excellent communication skillsstrong commitment to quality customer servicestrong analytical skillsproblem-solving skillsphone etiquetteemail etiquette