AI-Driven Remote Customer Care Specialist

Employment Hero; Manila; Remote; PHP 390,600 - 613,800; Full time

Benefits offered by this job

Remote-first environment

Autonomy to deliver impact

AI tools access and learning

Job summary

Employment Hero is hiring a Customer Care Consultant - HeroClear in a remote-first Philippines-based role. You will join a growing customer support team, resolving HeroClear queries with care and professionalism, and ensuring post-implementation confidence for clients.

Working hours are 8:30am–5:30pm PH time, Monday to Friday. You’ll leverage AI tools and internal systems to deliver efficient support and contribute to continuous service improvements.

Qualifications

• 3+ years in fast-paced customer service across phone, live chat, and email.
• Experience in financial services, banking, payroll, or superannuation configurations.
• Experience supporting Australian businesses and reading financial documents.

Responsibilities

• Deliver high-quality post-go-live customer support across phone, live chat, and ticketing channels per SLAs.
• Drive prompt resolution of product, configuration, and compliance queries for HeroClear and Employment Hero.
• Collaborate on bug escalations, system testing, and Help Centre content.
• Test product logic in sandboxes to identify user error vs. system bug.
• Document/escalate software bugs and logic concerns with Team Leads and Product squad.
• Use Zendesk and Salesforce to maintain accurate records and references.

Skills

Verbal communication

Written communication

Problem solving

AI tools usage

Ticketing system experience

Tools

Zendesk

Salesforce

Internal AI tools

Job description

Employment Hero is hiring a Customer Care Consultant - HeroClear in a remote-first Philippines-based role. You will join a growing customer support team, resolving HeroClear queries with care and professionalism, and ensuring post-implementation confidence for clients.

Working hours are 8:30am–5:30pm PH time, Monday to Friday. You’ll leverage AI tools and internal systems to deliver efficient support and contribute to continuous service improvements.