Associate, Payroll Client Services – APAC
Remote
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇭🇰 Hong Kong
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 escalationcustomer serviceinvestigative skillsproblem resolutionknowledge base management
Soft skills
customer service excellenceempathetic communicationclear communicationcollaborative mindsetproactive approachorganizational skillstimely responseswritten communicationverbal communication