Senior Customer Support Advisor

Moorepay Limited; Daerah Khusus Ibukota Jakarta; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated customer support professional to join their dynamic team. In this role, you will be at the forefront of customer interaction, ensuring that clients receive the highest level of service while utilizing innovative SaaS solutions. With a focus on continuous improvement and collaboration, you will help shape the customer experience and drive service excellence. This is a fantastic opportunity to grow your career within a supportive environment that values mental health, work-life balance, and professional development. If you are passionate about helping others and thrive in a fast-paced, data-driven setting, this role is perfect for you.

Benefits

Private Medical Insurance

Life Assurance 4x Salary

Enhanced Pension Contributions

25 Days Annual Leave

Learning and Development Opportunities

Flexible Benefits

Birthday Off

Qualifications

• Experience in customer support and SaaS applications.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Provide exceptional support to customers with application-related queries.
• Coach and mentor other customer support advisors.

Skills

Customer Support

Analytical Thinking

Problem-Solving

Communication Skills

SaaS Experience

Tools

Zendesk

Job description

About the role

Moorepay, part of the Zellis Group, services businesses in HR and Payroll across the UK and Republic of Ireland. Thousands of organisations rely on our products and services to make sure their HR and Payroll needs are met.

With new investors and an ambitious growth plan, this is an exciting time to join the Moorepay team, to build a career, drive change, and help supercharge our customer support. If you love the idea of working in a customer-centric, people-focused, fast-paced, and data-driven role, then we want to hear from you!

In this role, you will report to the Customer Support Manager, providing support to customers with application-related queries and issues. You will be communicating with customers, helping them use Moorepay products. You will help improve the product by raising issues and new functionality requirements. You will be a subject matter expert on our applications and focused on service delivery to provide a great customer experience.

You'll work on a hybrid basis, Tuesday, Wednesday, and Thursday, from our Birmingham office. Some travel to other offices may be required from time to time.

Skills & Experience

About You

In this role your key responsibilities will be:

• Working in a team alongside other Customer Support Advisors to ensure customers’ payrolls are managed timely, accurately, and securely.
• Owning, taking responsibility, and being accountable for the customer journey, always ensuring service excellence.
• Answering customer queries about the Moorepay systems via Zendesk and telephone within service level agreements, striving for customer advocacy and first contact resolution.
• Coaching and mentoring customer support advisors helping them become Moorepay product subject matter experts.
• Being a point of escalation for customer support advisors for complex queries, client expressions of dissatisfaction, or complaints.
• Providing support to customers on a service improvement plan.
• Liaising with internal stakeholders, within support, sales, customer success, marketing, and tech, to help manage a customer’s payroll.
• Using Zendesk to record details of all client interactions.
• Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies, and procedures as appropriate.
• Raising system bugs and improvement ideas with technical support.
• Knowledge sharing with peers to create a team of system experts.
• Helping customers understand how best to use their Moorepay Software to support their business needs.
• Updating internal and external customers on bug fixes and new features.
• Working closely with the Technical Support to investigate and resolve issues.
• Keeping up to date with technology trends, product enhancements, industry developments, and HR / Payroll legislation.

Qualifications / Experience:

• You will have experience of working with applications.
• You have previously worked with SaaS products.
• You are an analytical thinker with an innovative approach to problem-solving.
• You can work to deadlines with appropriate prioritisation.
• You can take ownership of decision-making when required.
• You are comfortable working with others, building effective working relationships with clients and colleagues.
• You have excellent communication skills, both written and verbal.
• You embrace change as technology, products, and services evolve.

Benefits & Culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham, and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• Competitive base salary.
• 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.