Remote Customer Care Specialist

Summary

Join one of the fastest-growing SaaS unicorns as a Customer Care Specialist (HR) and be part of our mission to make employment easier and more valuable for everyone.

Requirements

• 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email
• Relevant Australian HR Experience
• 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

Responsibilities

• 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 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
• Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year)
• 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package
• Generous leave allowance - 24 days per annum