Customer Care Specialist

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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 environment.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously and seeking assistance as needed.
• Strong and polished verbal and written communication skills.
• Relevant HR/Payroll Experience and/or Related Qualification (nice to have).

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.
• 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.
• Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions.
• Proactively contribute feature requests and Help Centre suggestions based on customer insights.