Support Consultant, Payroll

Summary

Join Deel, a global leader in international payroll and compliance, as a Support Consultant! In this role, you will provide effective support to Deel Local Payroll customers and business partners via ticketing systems and phone calls. You will analyze customer needs, troubleshoot issues, and offer system guidance. This position requires strong analytical and problem-solving skills, excellent communication, and experience in a payroll environment. Deel offers competitive pay, benefits, and perks, including remote work flexibility and stock grant opportunities. The company is committed to diversity and inclusion and provides accommodations for applicants with disabilities.

Requirements

• Grade 12
• Tertiary Qualification
• Minimum 2 to 4 years’ experience working within a payroll environment
• Excellent communication skills and commitment to quality customer service
• Strong analytical and problem-solving skills
• Display excellent phone and e-mail etiquette

Responsibilities

• Identify, filter, and escalate tickets to the respective departments depending on the type of query and priority associated and ensure resolution is timeous
• Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations
• Consistently meet service level agreements by monitoring personal ticket queues and handling inbound calls promptly
• Proactively identify system or compliance issues reported by customers and business partners, escalating them to the manager and collaborating with relevant teams for resolution
• Stay current on product updates, system releases, and compliance legislation to optimize service delivery and minimize risk
• Perform advanced tax calculations and utilize system functions to resolve complex queries efficiently
• Troubleshoot complex system errors and address intricate customer issues as required
• Keep updated on South African legislation to provide accurate guidance to customers and business partners excluding legislative advice
• Attend monthly upskilling sessions ensuring a high pass rate
• Adhere to established quality assurance best practices, ensuring high standards in all interactions
• Regularly review and monitor personal performance metrics, including quality of advice, call duration, call type, and telephone etiquette
• Provide performance feedback to the Support Manager to maintain and enhance service quality

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available