Associate Customer Support Specialist

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO

13th Month Pay

Work From Home Allowance

Group Life Insurance

Job summary

CloudPay is seeking an Associate Customer Support Specialist in the Philippines. You will be the first point of contact for clients, troubleshooting payroll and payment processes, and guiding users through platform features.

Proven customer service experience in a B2B or SaaS setting is preferred. You will work in a hybrid model with 4x/month in Makati, and you will collaborate with cross-functional teams to ensure high customer satisfaction.

Qualifications

• Proven experience in customer service or support in B2B or SaaS environments.
• Ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat within SLAs.
• Provide accurate information on payroll and payment solutions.
• Diagnose and resolve platform issues or escalate to senior teams as needed.
• Guide customers through processes like navigating the platform and generating reports.
• Document interactions and resolutions in the CRM system.
• Collaborate with implementation, product, and finance teams to ensure smooth experience.

Skills

Customer service

Communication

Teamwork

Problem-solving

Tools

Salesforce

Zendesk

Microsoft Office

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 elevate 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.
• This role follows hybrid work arrangement with 4x/month RTO in Makati. Work schedule is Monday-Friday, 3PM to 12MN.

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 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.

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