Employment Expert

5 days ago

Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱750,000 - ₱1,050,000

We're on a mission to make employment easier and more valuable for everyone.

Our operating system brings hiring, HR, payroll and benefits into an all-in-one solution.
  1. We operate with focus, agility and an obsession with impact.
  2. We champion a remote environment with a preference for asynchronous communication and autonomy
  3. We commit to using AI to accelerate our mission; AI is fundamental to how we operate, innovate and scale
  4. We maintain a neutral stance on political or social topics unless they relate to our mission
  5. We role model our values 100% of the time
  6. We strive for high performance and set a high standard
About This Role

You'll be working within our Customer Experience team, gathering information from customers and ensuring their continued support and success after implementing our Employment Hero Payroll product.

Responsibilities include responding to customer tickets, calls and queries related to the Employment Hero payroll Platform in a timely manner. You'll also assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.

  • Analyse and understand product functionality across the platform and logic in detail; testing platforms to identify 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, collaborating with Seniors/Team Leads and the Product Team
  • Work with customers across multiple channels (email, chat, phone) to understand organisational workflow and how the platform can support them to maximise people processes
  • Leverage internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments and complaints in accordance with service level agreements
About You

To thrive at this organisation, you'll need to embody these core principles: focus, agility and impact. For this role, you'll bring:

  • 1-2 years experience with proven results in fast-paced customer service/support environments across live chat and email
  • Relevant Australian payroll experience e.g. KeyPay/Employment Hero
  • Prior exposure to customer experience within a SaaS environment
  • Solid problem solving skills with a thorough approach to troubleshooting
  • Ability to manage competing priorities, working autonomously when needed
  • Strong and polished verbal and written communication skills

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