Associate, Payroll Client Services – APAC
Remote
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇩 Indonesia
Visit company websiteSalary
💰 $19,250 - $43,300 per year
Job Level
JuniorMid-Level
About the role
- Triage incoming support tickets, ensuring accurate routing, prioritization, and timely acknowledgment in alignment with service level agreements (SLAs).
- Handle payroll inquiries, providing clear, accurate, and prompt support on a range of topics including payslips, deductions, and tax documentation.
- Manage live messaging channels to support employees in real time, escalating issues when necessary.
- Maintain detailed and organized ticket documentation, ensuring all interactions and resolutions are logged accurately.
- Collaborate with Payroll Specialists and Operations teams to ensure smooth handover and resolution of complex issues.
- Identify recurring issues or trends and flag them for review to support continuous improvement in payroll processes and support workflows.
- Assist in maintaining internal knowledge base articles and FAQs to promote self-service and reduce repeat inquiries.
Requirements
- General knowledge of payroll practices and processes, with an understanding of country-specific regulations and terminology.
- Experience in handling high volume payroll queries, especially in relation to payroll tools, systems, or platforms.
- A strong focus on customer service excellence, with the ability to provide empathetic, accurate, and timely responses to internal stakeholders.
- Solid investigative skills to identify root causes of payroll-related issues and ensure accurate resolution or escalation.
- Clear and professional communication skills, both written and verbal, with the ability to explain complex information in a simple, user-friendly way.
- A proactive and collaborative mindset, comfortable working in a fast-paced, cross-functional environment.
- Writes and speaks fluent English.
- It's not required to have experience working remotely, but considered a plus.
Benefits
- work from anywhere
- flexible paid time off
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
payroll practicespayroll toolspayroll systemsticket documentationissue escalationroot cause analysiscustomer service
Soft skills
empathycommunicationcollaborationinvestigative skillsproactive mindsetorganizational skills