Coordinator, Payroll Client Services - Sat-Wed

Responsibilities Client Issue Resolution - Resolve customer inquiries related to payroll processing, discrepancies, and platform usage. - Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs). - Handle customer inquiries according to defined workflows and expectations, such as Remote values and Remote Customer Code. - Gather necessary information to diagnose payroll issues accurately using the available tools, documentation and customer information. - Escalate complex cases to senior team members following defined workflows. - Document issue details and resolution steps clearly. Customer Communication - Provide timely updates to customers regarding issue status and resolution timelines. - Clarify customer questions related to payroll processes or platform functionality in customer understandable terms. - Maintain professionalism and clarity in all written and verbal communication with customers. Operational Process Execution - Follow internal workflows and support documentation to resolve cases consistently. - Ensure accurate documentation of support tickets and case outcomes. - Adhere to defined SLAs and operational guidelines. Learning & Knowledge Development - Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency. - Build foundational understanding of payroll concepts and processes. - Learn payroll rules and compliance considerations in supported regions. - Seek guidance from senior team members when encountering unfamiliar issues. Practicals - You'll report to: Manager, Payroll Client Services - Direct reports: No - Team: Customer Experience - Payroll Client Services - Location: EMEA - Schedule: This role requires a work schedule of Saturday to Wednesday. - Start date: As soon as possible Application process 1. Interview with recruiter 2. Interview with future manager 3. Interview with team members 4. Bar Raiser Interview 5. Prior employment verification check