Customer Care Specialist (HR) at Employment Hero | Remote

Employment HeroRemote — Metro Manila, Philippines

Remote Full-time

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Experience Level

Entry Level

Qualifications

The ideal candidate will possess:Strong communication skills, both verbal and written. Ability to work independently in a remote setting. Problem-solving skills and a customer-oriented mindset. Experience with HR software or related platforms is a plus. Familiarity with asynchronous communication tools.

About the job

About Us

At Employment Hero, we are dedicated to simplifying the employment process and enhancing its value for everyone involved. Our comprehensive Employment Operating System seamlessly integrates hiring, HR, payroll, and benefits into a singular solution.

Since our establishment in 2014, we have achieved a remarkable $2 billion valuation and expanded our reach to six countries: Australia, New Zealand, Singapore, Malaysia, the United Kingdom, and Canada. Currently, we proudly serve over 300,000 businesses and support more than 2 million employees worldwide.

The EH Culture

We take pride in our distinct company culture, which we refer to as The EH Way:

Mission First: Every decision we make is driven by our mission.
Remote First: We promote a remote work environment that emphasizes asynchronous communication and autonomy.
AI First: We leverage AI to enhance our operations and innovation.
Apolitical: We maintain neutrality on political and social issues unless they directly relate to our mission.
Values-Driven: Our values are at the core of everything we do.
High Performance: We set ambitious standards and strive for excellence.

Role Overview

As a Customer Care Specialist (HR), you will join our Customer Experience team, focusing on providing exceptional support to our customers post-implementation of the Employment Hero HR product. Your responsibilities will include gathering customer information, ensuring their ongoing success, and resolving any customer tickets promptly and professionally. You will also escalate complex issues to appropriate teams when necessary. This role requires availability from Monday to Friday, 6 AM local PH time.

Your main responsibilities will include:

Timely response and resolution of customer tickets, calls, and inquiries related to the Employment Hero HR Platform.
Collaboration with the wider team to promote best practices and educate customers on system use.
In-depth analysis of product functionality, identifying user errors and their root causes.
Triage customer support issues and assign them to the relevant teams or resolve them directly.
Escalate issues related to bugs or product functionality concerns as needed, in coordination with seniors and team leads.
Engage with customers through multiple channels (email, chat, phone) to understand their workflows and optimize their experience with the platform.

About Employment Hero

Employment Hero is a pioneering company focused on making employment processes more efficient and beneficial for all stakeholders. Our innovative solutions are designed to streamline HR functions and support businesses in achieving their goals.

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