Key Roles: Customer Service Representative
2 days ago
Employment Hero is on a mission to make employment easier and more valuable for everyone. Our all-in-one solution brings hiring, HR, payroll, and benefits into one place.
We've scaled to a significant valuation and gained a presence in multiple countries globally. We service numerous businesses and employees worldwide.
About the RoleYou will be part of our Customer Experience team, responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. You will resolve customer tickets efficiently, address issues professionally, and escalate to appropriate teams as needed.
The role involves:
- Responding to and resolving customer tickets, calls, and queries related to our HR platform in a timely manner.
- Assisting and collaborating with the wider squad and support team to provide best practice system use and education to customers.
- Proactively analysing product functionality, understanding platform logic, and testing to identify user errors and root causes.
- Escalating bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads.
- Working with customers across multiple channels (email, chat, phone) to understand organisational workflow and how our platform can support people processes.
To thrive in this role, you'll need to embody key qualities, including:
- Experience in a fast-paced customer service/support environment across live chat and email.
- Relevant Australian payroll experience.
- Prior experience in a SaaS customer experience environment.
- Exposure to working in fluid, high-change, high-velocity environments.
- Strong problem-solving and troubleshooting skills.
We offer a remote working environment with flexible hours, access to cutting-edge tools, and a collaborative, outcomes-driven team. You'll have opportunities to own employee share options and access a range of benefits, including generous paternity leave, egg freezing subsidy, and strong learning and development opportunities.
About UsWe celebrate diverse perspectives and experiences. We invite people of all backgrounds and identities to apply for this position.
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