Exceptional Customer Service Advocate
2 days ago
We are seeking a highly skilled Customer Service Representative to join our organization. The successful candidate will be responsible for providing exceptional customer service, resolving customer tickets efficiently, and ensuring the continued support and success of our customers after implementing our HR solution.
Main Responsibilities:- Respond to and resolve customer tickets, calls, and queries related to our HR Platform in a timely manner
- Assist and collaborate with the wider team to provide best practice system use and education to customers
- Proactively analyze product functionality, understand platform logic, and test to identify user errors and root causes, staying aware of product changes and enhancements
- Conduct triage of customer support issues and assign to the appropriate team or resolve where possible
- Escalate bugs or product logic/functionality concerns as necessary, in collaboration with seniors/team leads
- Work with customers across multiple channels (email, chat, phone) to understand organisational workflow and how the platform can support people processes
- Use internal tools to maintain records, investigate tickets, and reference customer interactions in accordance with SLAs
- Contribute feature requests and Help Centre suggestions based on customer insights
- 1–2 years of 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
- Ability to manage competing priorities and work autonomously, seeking help when needed
- Strong verbal and written communication skills
We offer a remote working environment with flexible hours, access to cutting-edge tools, and a collaborative, outcomes-driven team. You'll have the opportunity to own ESOPs and access a wide range of benefits, including generous paternity leave, egg freezing subsidy, a WFH office budget, and strong learning and development opportunities.
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