Customer Experience Professional I

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Serve as the initial point of contact through phone, email, or callbacks for candidates, field offices, and clients.

• Address payroll and time-entry system issues effectively.

• Resolve access issues related to the online time reporting system.

• Manage compliance requirements, benefits, 401K, sick pay, employment verification requests, Canadian ROEs and availability, as well as tax inquiries/issues.

• Acquire a comprehensive understanding of various Customer Service and Payroll Operations systems and business processes.

• Utilize PeopleSoft HCM, Online Time Reporting and Approval system, Micro J Plus, Livelink, W-2 software, Excel, Word, CIC Client, and Outlook.

• Accurately and promptly resolve customer issues by leveraging knowledge of Field Service Center departments and branch functions.

• Process and document transactions or initiate forms to facilitate Payroll Operations resolution.

• Inform branch offices about timelines, procedures, and the cost/benefit of alternatives.

• Guide candidates on self-service options available through websites and Interactive Voice Response (IVR).

• Build and maintain positive customer relationships.

• Manage high volumes of telephone, email, and written inquiries from both internal and external customers.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 3 years of prior customer service experience is necessary.

• At least 1 year of call center experience is required.

• Payroll experience is advantageous.

• Proficiency in Microsoft Office Suite applications is essential.

• Ability to learn new applications with ease.

• Familiarity with PeopleSoft and other HR applications is preferred.

• Strong judgment skills are necessary.

• Ability to recall information effectively.

• Good hearing ability.

• Clear speaking and writing skills are essential.

• Visual acuity is required.

• Capability to sit for prolonged periods.

• Proficiency in data entry is necessary.

• Experience with call center telephone/email applications or other office equipment is required.

• Demonstrated attendance is important.

• Ability to sequence tasks and follow directions accurately.

• Strong collaboration skills with team members and others to fulfill work responsibilities.

• Ability to meet or exceed all quality benchmarks.

• Successful completion of a background check is mandatory.

🏝️ Benefits

• Medical insurance.

• Vision insurance.

• Dental insurance.

• Life insurance.

• Disability insurance.

• Company 401(k) plan.

• Equal employment opportunities.

• Reasonable accommodation assistance for applicants with disabilities.