Associate Customer Support Specialist

CloudPay Philippines Inc; Manila; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Competitive salary

HMO

Paid time off

13th month pay

Job summary

CloudPay Philippines Inc. in Manila is seeking an Associate Customer Support Specialist to be the first point of contact for clients, helping ensure payroll and payment processes run smoothly.

You will troubleshoot issues, answer queries, and escalate complex problems, maintaining high customer satisfaction while collaborating with implementation, product, and finance teams.

Qualifications

• Experience in a customer service or helpdesk role, ideally B2B or SaaS.
• Proficient with CRM software and MS Office.
• Excellent written and verbal communication to explain technical concepts clearly.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner per SLAs.
• Provide accurate information on CloudPay products, payroll processing, payment methods, and system functions.
• Diagnose and resolve platform issues; escalate complex problems to senior staff or related teams.
• Guide customers through processes like navigating the platform, submitting data, and generating reports.
• Document all interactions and resolutions in the CRM system.
• Collaborate with implementation, product, and finance teams to ensure a seamless customer experience and drive improvements.
• Participate in ongoing training to enhance product knowledge and support skills.
• Adhere to data privacy and security policies.

Skills

CRM proficiency Salesforce Zendesk

MS Office Suite Word Excel Outlook

Verbal communication

Written communication

Analytical skills

Teamwork

Tools

Salesforce

Zendesk

Job description

About this job opportunity

Our Vision To be the world's most trusted global payroll partner, simplifying pay for all employees.

Our Mission Empowering global workforces with seamless, compliant, and innovative payroll and payment solutions, enabling businesses to thrive in a connected world.

Our People Our fundamental beliefs at CloudPay are built on core values of professionalism, passion, empowerment, innovation, and teamwork.

We value our employees and strive to create a great workplace where everyone is valued, heard, inspired, and encouraged to bring their authentic selves to work.

We're committed to providing an excellent employee experience through fulfilling projects, empowerment to make a difference, and an environment that inspires innovation.

What makes this role exciting

As an Associate Customer Support Specialist at CloudPay, you will be the first point of contact for our clients, providing essential support and guidance to ensure their payroll and payment processes run smoothly.

You will troubleshoot issues, answer queries, and escalation complex problems, playing a crucial role in maintaining high customer satisfaction.

Main responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner, adhering to service level agreements (SLAs).
• Provide accurate and comprehensive information to customers regarding CloudPay's products and services, including payroll processing, payment methods, and system functionalities.
• Diagnose and resolve technical issues related to the CloudPay platform, escalating complex problems to senior support staff or relevant internal teams when necessary.
• Guide customers through various processes, such as navigating the platform, submitting data, and generating reports.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Collaborate with internal teams, including implementation, product development, and finance, to ensure seamless customer experience and problem resolution Identify opportunities to improve customer satisfaction and contribute to process improvements within the support team.
• Participate in ongoing training and development to enhance product knowledge and support skills.
• Adhere to company policies and procedures, including data privacy and security protocols.

Experience needed for this role

• Proven experience in a customer service, helpdesk, or support role, preferably within a B2B or SaaS environment.
• Proficient in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite (Word, Excel, Outlook).
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly and concisely to non-technical users.
• Strong analytical and problem-solving skills with a keen eye for detail.
• A genuine passion for helping customers and a commitment to delivering exceptional service.
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
• A collaborative mindset with the ability to work effectively as part of a team.
• Basic understanding of payroll processes or financial systems.

About you and Our core values

Taking ownership, working with integrity and respect

Being a team player is key to our culture

Solution and customer focused

Great initiative with the goal for excellence in achieving results

Dedicated to developing and always looking for continuous improvements

Be creative, be committed, be engaged and enjoy what you do Philippines

Package and Benefits

• Competitive Salary
• Competitive vacation allowance
• Calm app
• Sick Leave
• EAP
• Group Life Insurance, HMO Employee Referral Program
• De Minimis Benefit
• WFH Allowance
• Mid-Year Bonus
• 13th Month Pay
• Regularization Bonus, 1st Year Anniversary Bonus
• Bereavement Leave
• Paid Volunteering days
• Study Leave
• Marriage Leave

CloudPay culture

CloudPay is committed to being an equal opportunities employer.

The CloudPay culture is built upon on five core values, from which we develop our service, our technology and our business strategies.

Our fundamental beliefs are a promise to our employees, customers and partners, built on the core values of professionalism, passion, empowerment, innovation, and teamwork.

Glassdoor We do things differently at CloudPay.

Our employees are the heart of CloudPay and it's continued success.

Your CloudPay journey is the combination of everything that's unique about us: our culture, our core values but most importantly, our people.

Hybrid work arrangement

*This role follows hybrid work arrangement with 4x/month RTO in Makati.

Work schedule is Monday-Friday, 3PM to 12MN.