Remote Customer Care Specialist

Summary

Join Employment Hero as a Customer Care Specialist and be part of our ambitious team making employment easier and more valuable for everyone. As a key member of our Customer Experience team, you'll gather information from customers, ensure their continued support and success after implementing our Employment Hero product, and resolve customer tickets efficiently and effectively.

Requirements

• Exposure to working in fluid, high change and high velocity environments
• 1-2 years experience with proven results in a high volume customer service/support environment
• Prior exposure to customer experience within a SaaS (Software as a Service) environment
• 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

Responsibilities

• Responding to and resolving customer tickets, calls and queries related to the Employment Hero 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 and the Product Team
• 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

Benefits

• A generous budget for your home office
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognised and rewarded
• Cashback offers and discounts on popular brands through our Swag app
• Employee Share Option Program: be an owner of Employment Hero
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in 2025