Payroll Rapid Response Specialist — Hybrid (Free AI Certification)

GoTeam; Manila; On-site; PHP 279,000 - 335,000; Full time

Benefits offered by this job

Laptop + second monitor

HMO for 1 dependent

Life insurance

Vacation & Sick Leave

Wellness programs

Salary loan access

Referral bonus

Job summary

GoTeam is hiring a Payroll Rapid Response Specialist to quickly resolve payroll issues for U.S. clients from Cebu, Philippines. The role starts onsite for 2 months, then shifts to a hybrid arrangement.

Expect a high-volume support environment with a focus on frontline payroll resolution and precise handoffs to the appropriate teams. Ideal candidates have 2+ years in payroll processing or payroll customer service, strong communication, and experience with CRM systems like Salesforce.

Qualifications

• At least 2 years of experience in a high-volume call center or customer support
• At least 2 years of payroll processing or payroll customer service experience
• Working knowledge of payroll calculations, deductions, direct deposit, employee maintenance, and reporting
• Experience resolving payroll questions and system issues during the first client interaction
• Experience using a CRM or case-management system (Salesforce a plus)
• Strong verbal communication and active-listening skills, with sound judgment on escalation and security risk

Responsibilities

• Handle a high volume of inbound client calls and support requests
• Resolve lower-complexity payroll questions, employee maintenance, and processing-status checks on the spot
• Walk clients through deadlines, standard reports, self-service navigation, password resets, and check, direct-deposit, or deduction inquiries
• Create a service case when a request can't be closed on the call
• Document the client's request, troubleshooting completed, and recommended next steps clearly
• Assign unresolved cases to the client's designated CSR and set clear expectations on follow-up

Skills

Payroll knowledge

Customer support

CRM experience

Communication

Escalation judgement

Tools

Salesforce

Cloud contact center

Job description

GoTeam is hiring a Payroll Rapid Response Specialist to quickly resolve payroll issues for U.S. clients from Cebu, Philippines. The role starts onsite for 2 months, then shifts to a hybrid arrangement.

Expect a high-volume support environment with a focus on frontline payroll resolution and precise handoffs to the appropriate teams. Ideal candidates have 2+ years in payroll processing or payroll customer service, strong communication, and experience with CRM systems like Salesforce.