Senior Customer Service Representative (Payroll Software Account) 7347
Microsourcing Philippines Inc
Philippines
14h ago

Job Description :

MicroSourcing Philippines Inc. is looking for a Senior Customer Service Representative who will be working for a payroll software provider based in South Africa, and operates in South Africa, Ireland and Singapore.

Payroll administrators and accounting firms use their software to capture payroll for employees. The system assists customers to remain compliant with tax legislation.

Responsibilities :

Manage client communication / customer service

  • Manage incoming client queries through various channels, such as via live chats (on Intercom) and incoming calls.
  • Acknowledge and respond promptly to client enquiries.
  • Follow client communication procedures, guidelines and policies.
  • Build sustainable relationships of trust through open and interactive communication.
  • Maintain a positive, emphatic and professional attitude towards clients all times.
  • Keep records of client interactions, transactions, comments and complaints.
  • Solve client issues (logged by the client or development team)
  • Clarify and identify client issues and determine the source of the problem.
  • Select and explain the best solution to solving the clients query, whether it be general system usage, or higher level queries involving tax and labour legislation.
  • Provide accurate, valid and complete information by using the right methods and tools, such as our help site and Singaporean government websites.
  • Follow up with clients to ensure resolution of issues.
  • Be able to sell the system and company should the query be from a potentially new client, or if the client makes a complaint.
  • Internal Communication

  • Communicate and coordinate with colleagues via Slack and Email.
  • Log feature requests on the Project Management Software (Jira) in accordance with the relevant guidelines and policies.
  • Log bugs on the Project Management Software (Jira) in accordance with the relevant guidelines and policies, and assist the development team diagnosing the issue(s).
  • Provide feedback on the efficiency and effectiveness of the client service process, and other internal policies and procedures, and provide input for process improvement.
  • System Testing

  • Test new features and bug fixes before they go live on the system.
  • Continuous Professional Development
  • Undergo continuous training (self-guided and facilitated) to ensure sufficient knowledge of the system and tax legislation.
  • Undergo continuous training (self-guided and facilitated) to ensure sufficient knowledge of company procedures, guidelines and policies.
  • Undergo continuous training (self-guided and facilitated) to ensure sufficient and relevant skills to perform the job at a high standard.
  • Qualifications :

  • Ability to work with numbers
  • Strong analytical skills, critical thinking skills and attention to detail
  • Customer service experience
  • Proven customer support experience or experience as a client service representative
  • Strong phone contact handling skills and ability to actively listen to clients
  • Client-oriented and ability to adapt / respond to different types of characters
  • Excellent written communication skills in English, including grammar vocabulary, punctuation and tone
  • Ability to multi-task, prioritize, and manage time effectively
  • Experience in working with numbers
  • Strong analytical skills, critical thinking skills and attention to detail
  • Excellent computer skills
  • Must be amenable to work in Eastwood City, Libis, Quezon City for a mid shift schedule
  • Apply
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