Dedicated Customer Experience Advocate
1 week ago
This role entails providing exceptional support to customers utilizing our payroll product. The successful candidate will be an integral part of our Customer Experience team, responsible for gathering information from customers and ensuring their continued support and success.
We are seeking a highly skilled professional with experience in fast-paced customer service/support environments, possessing a proven track record of delivering excellent results.
The ideal candidate will have relevant Australian payroll experience, prior exposure to customer experience within a SaaS environment, and problem-solving skills with a sound and thorough approach to troubleshooting.
Key Responsibilities:- Respond to and resolve customer inquiries related to the Employment Hero payroll platform in a timely manner.
- Collaborate with the wider squad and support team to provide best practice system use and education to all customers.
- Proactively analyze and understand product functionality across the platform and logic in detail, identifying user error/system logic and related root causes.
- Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
- Elevate issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
- Engage with customers across multiple channels (email, chat, phone) to comprehend their organizational workflow and how the platform can support them to maximize their people processes.
- Utilize 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).
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