Customer Care Specialist

Role Overview

• Gathering information from customers and ensuring their continued support and success after implementing our Employment Hero HR product.
• Supporting our customers to ensure accuracy and responsible for resolving customer queries via live chat & tickets efficiently and effectively.
• Addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.
• Responding to and resolving customer tickets, live chats and queries related to the Employment Hero Platform in a timely manner.
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads.
• Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs).
• Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.

Requirements

• 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email.
• Prior exposure to customer experience within a SaaS (Software as a Service) environment.
• Exposure to working in fluid, high change and high velocity environments.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.

Benefits

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• Remote & Flexible working. Work from wherever you do your best
• You’ll also have access to a wide range of benefits that includes
• a very generous parental & carers leave policy, a WFH office allowance, De Minimis Allowance (per month), private health & life insurance cover and outstanding learning & development opportunities