[Hiring] Customer Care Specialist @Remote World

Role Description

As a Customer Care Specialist, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero HR product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. The expected start time is Monday to Friday from 10pm - 7am local PH time.

• 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; 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.
• 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.

Qualifications

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

Benefits

• You will work remotely, with the flexibility to own your time and impact.
• You will access cutting-edge tools to amplify your work, knowledge and outputs.
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
• Remote & Flexible working. Work from wherever you do your best.
• You’ll also have access to a wide range of benefits that includes:
  • A very generous parental & carers leave policy.
  • A WFH office allowance.
  • De Minimis Allowance (per month).
  • Private health & life insurance cover.
  • Outstanding learning & development opportunities.