CSR - Technical Payroll Support

3 days ago

Davao City, Davao, Philippines Focusinc Group Corp. Full time ₱900,000 - ₱1,200,000 per year

About the Role

We are looking for a Customer Service Representative with a strong technical background to support a growing HR tech company specializing in Timekeeping, Payroll, and HR solutions. In this role, you'll provide front-line support for clients, ensuring accurate and timely payroll processing while assisting users in navigating and configuring the software to meet their needs.

Key Responsibilities

  • Act as the first point of contact for customer inquiries via phone, email, and live chat
  • Provide step-by-step guidance to clients, ensuring proper software configuration based on their business needs
  • Investigate and troubleshoot technical or configuration-related issues
  • Escalate unresolved technical concerns to the next support tier when necessary
  • Deliver high-quality, empathetic service to maintain client satisfaction
  • Accurately log customer interactions and solutions using CRM tools like Salesforce
  • Collaborate with peers to resolve complex or escalated cases
  • Remain flexible and ready to assist with high-priority tasks or role shifts during peak hours
  • Continuously develop product knowledge through on-the-job training
  • Support other related tasks as assigned by your immediate supervisor

What You'll Bring

  • Bachelor's degree in any relevant field
  • At least 6 months of customer service experience, with a strong emphasis on technical or system-related support
  • Prior exposure to HRIS, payroll systems, or timekeeping tools is highly advantageous
  • Comfortable navigating different software systems; strong tech-savvy mindset
  • Able to handle multiple tasks efficiently and adapt to changing priorities
  • Excellent verbal and written communication skills in English
  • Strong analytical and problem-solving capabilities
  • Team-oriented mindset with a proactive and supportive attitude
  • Must be open to working onsite during graveyard shifts
  • A positive personality and a willingness to grow in a fast-paced environment

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