Customer Support Technical Specialist II

2 days ago

Philippines Dayforce Full time $30,000 - $50,000 per year

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the Philippines

About the opportunity

As a Customer Support Technical Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll questions in a high-volume call centre. You will provide consistent quality of customer service and support on Daycorce Powerpay HCM's products and services.

What you'll get to do

  • Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
  • Use decision-support computer software programs to respond to common service questions and inquiries
  • Position entails a high amount of customer interaction over the phone
  • Ensure that customers understand the resolution and provide on-going education to customers
  • Listen attentively to customer needs and concerns; demonstrate empathy
  • Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner

Skills and experience we value

  • 2 years customer service
  • Familiarity with computers and telephone etiquette
  • Computer Literate (MS Word, Excel, PowerPoint, Outlook)
  • Ability to handle escalated/difficult situations
  • Active listening skills
  • Extensive customer service experience
  • Ability to multitask
  • Results-oriented drive
  • Problem-solving skills
  • Time Management and prioritization
  • Analytical and Reporting Skills

What would make you really stand out

  • Domain Knowledge – CA Payroll (desirable – else, to acquire during provided training)
  • Capacity to work flexible working hours to include Night Shift schedule and day-offs that may be scheduled on weekdays
  • Willingness to work during Philippine holidays
  • Very good command of oral and written English
  • Exhibiting patience and confidence
  • People/culture sensitivity
  • Advanced soft skills: exactness, positivity, empathy and common sense
  • Ability to thrive in a fast-paced working environment
  • Be an effective, active and engaged team member
  • Quality interactions; all day/every day

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