Finance Customer service-upselling

Spearhead Professional; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

Spearhead Professional is seeking a Sr. Associate Customer Care Voice (Payroll) to guide clients through payroll setup, pay runs, and post-payroll tasks from our Gurugram office. You will diagnose payment issues and ensure funds move to the right recipients with accuracy and timeliness.

Role requires strong customer care skills, ability to explain complex payroll workflows, and a proactive approach to issue resolution in a fast-paced environment.

Qualifications

• Candidate should hold a bachelor's degree in related fields as listed.
• Experience in customer care or payroll support is preferred.
• Familiarity with CX principles and customer experience metrics.

Responsibilities

• Guide customers through payroll setup, pay runs, and post-payroll tasks.
• Diagnose and resolve payment and payroll funding issues with structured approach.
• Explain product workflows and how payroll connects to time tracking and taxes.
• Own issues from intake to resolution; document escalations clearly.
• Communicate outcomes with clarity and empathy while upholding policy.

Skills

Banking

Capital Markets

Customer Care

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelor's in Business Administration

Bachelor's in Communications

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Job description

Job Description

Sr. Associate Customer Care Voice *Payroll*

Responsibilities:

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.
• Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) payroll processing pay delivery (DD/checks) taxes/filings.
• Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize customer effort.
• Communicate with clarity and confidence especially when sharing outcomes; the customer may not want to hear. Set expectations early, explain the "why" in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.
• Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments of terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a role scope.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customer's issue forward.
• Gain a thorough understanding of the customer's small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach)

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support