Providing Exceptional Customer Service
7 days ago
We are seeking a skilled Customer Experience Specialist to provide exceptional customer service and support.
Responsibilities:- Respond to and resolve customer inquiries, calls, and tickets related to payroll and HR systems in a timely manner.
- Collaborate with the wider squad and support team to provide best practice system use and education to customers.
- Analyse and understand product functionality across the platform and logic in detail; testing in platforms to identify user error/system logic and root causes.
- Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
- Escalate issues related to bugs or product logic/functionality concerns as necessary, collaborating with Seniors/Team Leads and the Product Team.
- Work with customers across multiple channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
- Utilize internal tools for maintaining records, ticket investigations, and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements.
- Proactively contribute feature requests and Help Centre suggestions using customer insights.
- 1-2 years experience with proven results in a fast-paced customer service/support environment across live chat and email.
- Relevant Australian payroll experience, e.g., KeyPay/Employment Hero.
- Prior exposure to customer experience within a SaaS 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 when needed.
- Strong and polished verbal and written communication skills.
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