Employment Hero

Customer Care Specialist – HR

Employment Hero

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Responding to and resolving customer tickets, calls and queries related to the Employment Hero HR 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; and 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 as necessary, in collaboration with Seniors/Team Leads.
  • 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, where warranted and using customer insights.

Requirements

  • 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email.
  • 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
  • You will work remotely, with the flexibility to own your time and impact
  • You will access cutting-edge tools to amplify your work, knowledge and outputs
  • You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
  • Remote & Flexible working. Work from wherever you do your best
  • You’ll also have access to a wide range of benefits that includes - a very generous parental & carers leave policy, a WFH office allowance, De Minimis Allowance (per month), private health & life insurance cover and outstanding learning & development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttroubleshootingproblem solvingSaaS
Soft Skills
communicationcollaborationautonomytime managementprioritization