Coordinator, Payroll Client Services
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JobgetherPayroll, HR Operations
Based in India, 11:00 PM–8:00 AM UTCFull-Time
Salary$19,650–$49,700 USD
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Job Details
- Languages
- Professional fluency in English is expected
- Required Skills
- Problem SolvingCustomer support
Requirements
- Previous experience in customer support, client services, payroll operations, HR operations, or a related administrative or service-oriented environment.
- Strong attention to detail and the ability to accurately follow structured processes when handling payroll-related information.
- Excellent written and verbal communication skills, with the ability to explain operational or payroll concepts clearly to customers.
- Strong problem-solving and information-gathering abilities, with a methodical approach to diagnosing customer issues.
- Ability to manage multiple cases and priorities while meeting defined SLAs and maintaining a high standard of service.
- Comfortable working with digital platforms, support tools, documentation, and customer information systems.
- Willingness and ability to learn payroll concepts, regional rules, compliance considerations, and new systems quickly.
- Strong sense of ownership, reliability, curiosity, and willingness to seek guidance when necessary.
- Ability to work independently in a fully remote and asynchronous environment while collaborating effectively with distributed teams.
- Availability to work 11:00 PM–8:00 AM UTC.
- Professional fluency in English.
Responsibilities
- Resolve customer inquiries related to payroll processing, payroll discrepancies, and platform functionality using established workflows, tools, and documentation.
- Provide timely and professional support through email, chat, phone, and other available channels while consistently meeting defined service-level agreements (SLAs).
- Gather relevant customer information, investigate issues accurately, identify appropriate resolutions, and escalate complex cases to senior team members when required.
- Keep customers informed about case progress, expected resolution timelines, and next steps using clear, accessible language.
- Explain payroll processes, requirements, and platform functionality in a way that is easy for customers to understand.
- Maintain accurate support tickets and clearly document issue details, investigations, actions taken, and resolutions.
- Follow operational procedures, support documentation, internal guidelines, and established escalation paths to ensure consistent service delivery.
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