US payroll -Sr. Associate - Customer Care - Voice 5B

Spearhead Professional; Gurugram District; In loco; INR 300.000 - 600.000; Tempo pieno

Descrizione del lavoro

Spearhead Professional in India is seeking a Sr. Associate - Customer Care (Voice) to guide customers through payroll setup, pay runs, corrections, and post-payroll tasks.

The role emphasizes clear communication, problem solving, and adherence to policies while ensuring accurate funds movement. You will work with customer data across payroll products, resolve funding issues, and document outcomes to minimize effort.

Competenze

• Bachelor's degrees in related fields aligned with customer care and business administration.
• Strong communication and problem-solving capabilities.
• Willingness to learn payroll processes and compliance requirements.

Mansioni

• Guide customers through payroll setup, pay runs, and corrections.
• Diagnose and resolve payroll funding issues across tools and backoffice workflows.
• Explain how workflows connect across payroll products and services.
• Own customer issues from intake to resolution; escalate with clear documentation when needed.

Formazione

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Descrizione del lavoro

Sr. Associate - Customer Care - Voice 5B

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 backoffice 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 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