Payroll Support Associate - SaaS Customer Care

CloudPay Asia; Manila; Hybrid; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Competitive Salary

Vacation allowance

Calm app

Sick Leave

Group Life Insurance

HMO

WFH Allowance

Mid-Year Bonus

13th Month Pay

Bereavement Leave

Paid Volunteering days

Study Leave

Marriage Leave

EAP

Employee Referral Program

De Minimis Benefit

Job summary

CloudPay Asia is hiring an Associate Customer Support Specialist to be the first point of contact for clients, troubleshooting issues and guiding users through payroll and payment processes. You will handle inquiries via phone, email, and live chat, delivering accurate product information and ensuring high customer satisfaction.

You will collaborate with internal teams, document interactions in the CRM, and participate in ongoing training to grow product knowledge and support skills.

Qualifications

• 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.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner, adhering to SLAs.
• Provide accurate information about CloudPay's products and services, including payroll processing and system functionalities.
• Diagnose and resolve technical issues related to the CloudPay platform, escalating complex problems when necessary.
• Guide customers through platform navigation, data submission, and report generation.
• Document all customer interactions and resolutions in the CRM system.
• Collaborate with implementations, product development, and finance teams to ensure a seamless customer experience.
• Identify opportunities to improve customer satisfaction and contribute to process improvements.
• Participate in ongoing training to enhance product knowledge and support skills.
• Adhere to data privacy and security policies.

Skills

Customer service experience

Communication skills

Team collaboration

Multi-tasking

Tools

Salesforce

Zendesk

Microsoft Office

Job description

CloudPay Asia is hiring an Associate Customer Support Specialist to be the first point of contact for clients, troubleshooting issues and guiding users through payroll and payment processes. You will handle inquiries via phone, email, and live chat, delivering accurate product information and ensuring high customer satisfaction.

You will collaborate with internal teams, document interactions in the CRM, and participate in ongoing training to grow product knowledge and support skills.