Remote Payroll Client Support Specialist

Mosaec; Indonesia; Remote; IDR 351,898,000 - 890,043,000; Full time

Benefits offered by this job

Work from anywhere

Flexible PTO

Flexible hours

16 weeks paid parental leave

Co-working budget

Mental health support

Stock options

Home office budget

Job summary

Remote is hiring a Coordinator, Payroll Client Services to resolve payroll inquiries and support smooth payroll operations from Indonesia. You will learn payroll processes, follow established workflows, and escalate as needed in a global remote environment.

You'll work with documentation, adhere to SLAs, and grow payroll knowledge across regions while communicating clearly with customers. This full-time, remote role offers flexible hours and an emphasis on life-work balance.

Responsibilities

• Client Issue Resolution: Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Client Issue Resolution: Ensure timely responses via email, chat, phone, and other channels that meet SLAs.
• Client Issue Resolution: Escalate complex cases to senior team members following defined workflows.
• Client Issue Resolution: Document issue details and resolution steps clearly.
• Customer Communication: Provide timely updates to customers regarding issue status and resolution timelines.
• Customer Communication: Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
• Operational Process Execution: Follow internal workflows and support documentation to resolve cases consistently.
• Operational Process Execution: Ensure accurate documentation of support tickets and case outcomes.
• Operational Process Execution: Adhere to defined SLAs and operational guidelines.
• Learning & Knowledge Development: Identify recurring issues or gaps to improve team efficiency.
• Learning & Knowledge Development: Build foundational understanding of payroll concepts and processes.
• Learning & Knowledge Development: Learn payroll rules and compliance considerations in supported regions.
• Learning & Knowledge Development: Seek guidance from senior team members when encountering unfamiliar issues.

Job description

Remote is hiring a Coordinator, Payroll Client Services to resolve payroll inquiries and support smooth payroll operations from Indonesia. You will learn payroll processes, follow established workflows, and escalate as needed in a global remote environment.

You'll work with documentation, adhere to SLAs, and grow payroll knowledge across regions while communicating clearly with customers. This full-time, remote role offers flexible hours and an emphasis on life-work balance.