Address
Salary- Act as the next point of contact for customer queries unresolved by Tier 1, ensuring prompt responses and timely resolution to our customers.
- Manage and resolve customer escalations promptly, joining calls to provide expert insight and reassurance.
- Dive deep into complex APAC payroll queries.
- Champion collaboration between Payroll Operations and Client Services, making sure the tier 1 team is aware of how payroll was processed and potential issues before pay day.
- Write training materials to educate Tier 1 specialists, boosting their skills and confidence.
- Stay up-to-date with country legislation and maintain internal knowledge base.
- Ensure all client requests, from calculations to mock payslips, are met promptly and professionally.
- Foster a culture where the team is adept at finding independent solutions, optimizing the use of our extensive internal knowledge base.
- Act as the go-to person for Tier 1 specialists, taking ownership of customer queries that remain unresolved at Tier 1.
- Provide prompt and effective responses to customer, ensuring timely resolution to enhance overall customer satisfaction.
- Handle escalated customer issues by proactively engaging in video calls, leveraging your expertise to provide insightful solutions and reassurance.
- Dive deep into intricate payroll queries, particularly focusing on the nuances of Indian payroll and stay informed about payroll processes in other APAC countries to enhance overall regional expertise.
- Contribute to the maintenance of an internal knowledge base, keeping information up-to-date for reference by the team.
- Create comprehensive training materials to educate Tier 1 specialists, enhancing their proficiency in handling customer queries.
- Deep understanding of Indian payroll with 5+ years experience. Experience in other APAC countries is considered a plus.
- Experience in client-facing roles.
- Excellent communication skills.
- Proficiency in payroll documentation and calculations.
- Strong project management and organizational skills.
- You'll report to: Manager, Payroll Client Services
- Team: Payroll Client Services
- Location: APAC
- Start date: As soon as possible
Remote's is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
The base salary range for this full-time position is USD30,259 to USD76,580. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
Application process * (async) Take home test
- Interview with Regional Manager of Payroll Client Services
- Second interview with Senior Global Manager of Payroll Client Services
