Payroll Support Consultant (SEA)
Employment Hero, Malaysia
Job Description
Our mission and where you fit in
Employment Hero is an Australian tech unicorn - valued at over $1.25 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year-on-year since our inception in 2014, and now service over 90,000 businesses and 850,000+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.
We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable timezone to their colleagues. If you’ve got the skills for the role and the passion for our mission then we want to hear from you!
What to Expect as our Payroll Support Consultant (SEA)
As a Payroll Support Consultant, your expertise becomes the cornerstone of our clients' success. In this pivotal role, you'll serve as the frontline support, assisting clients with navigating payroll processes, resolving inquiries, and providing tailored solutions to meet their unique needs. Your dedication to exceptional service and in-depth payroll knowledge will empower businesses to thrive, ensuring seamless operations and compliance adherence.
You will report to the Head of Services, South East Asia. If you're ready to be the guiding light for our clients, making a real difference in their payroll experience, join us today!
Key Responsibilities:
- Responding to and resolving inbound support ticket customer amp; agent escalations and phone call questions related to the Employment Hero Platform as needed based on volume.
- Providing internal support help to wider business (Internal Customer Support, escalation, reporting).
- Collaborate with vertical teams to resolve higher level issues and escalate effectively to management where appropriate.
- Assist with requirements gathering to run post mortems and run internal support team workshops.
- Responding to and resolving negative CSAT and NPS feedback to determine root cause and further recommendations for customer account improvement with Agent.
- Participate in internal workshops, webinars and trainings for external stakeholders to maintain SME status in Employment Hero product and all things Employment Hero.
- Providing best practice Payroll focussed guidance and education to our customers.
- Working with vertical teams to respond to and solve customer enquiries in a timely manner.
- Process improvement and best practice suggestions to implement amongst Support team.
What will you bring
- Payroll Experience and/or Related Qualification
- Exposure to varied business models e.g. owner operated, SME, large, flat structure and complex.
- Proven ability to handle escalations of customers and internal stakeholders (Platform, technical and Service).
- Exposure to working in fluid high change environments with disruption and are unstructured.
- Problem solving skills and sound and thorough approach to troubleshooting
- Ability to manage competing priorities working autonomously but also request assistance where needed.
- Strong polished verbal and written communication skills Strong with the ability to translate between business and technical knowledge / terminology.
- Previous exposure to roles requiring ongoing internal and external stakeholder management.
- Exposure to the end to end employee life cycle and operational delivery of this.
- High level of emotional intelligence and maturity.
- Strong problem solver.
Life at Employment Hero
Remote-first principles
At Employment Hero, we’re not just working remotely; we’re integrating flexibility and global reach into the heart of our daily operations.
We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.
Work your way
Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.
We’ve got your back
Whether you’re a seasoned remote-first pro, or a first-timer, you’re in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.
Plus you’ll get to enjoy a number of great perks, including:
- Remote-first and flexible working arrangements
- A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We’ve got you covered!)
- We set you up for success with the latest and greate