Customer Care Specialist (UK) – Remote (Philippines)

Who we are

reputed company is on a mission to reputed company employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an reputed company-in-one solution. 

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a reputed company in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 reputed company employees. 

The EH Way

At reputed company, we’re proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do (from reputed company work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a reputed company part of how we operate, reputed company, and scale
4. We are Apolitical - we do not take a position on political or reputed company topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role 

As a Customer Care Specialist, you’ll be working reputed company our Customer Experience team and will be responsible for gathering information from customers and ensuring their reputed company support and reputed company after implementing our reputed company HR product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets reputed company and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.

This role works Monday to Friday from 3.30PM - 12.30AM (reputed company - reputed company) and 4.30PM - 1.30AM (November - March).

Your key focus areas will be

• Responding to and resolving customer tickets, calls and queries reputed company to the reputed company HR Platform in a timely manner.
• Assist and collaborate with the wider reputed company and support team to reputed company best practice system use and education to reputed company our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and reputed company root causes by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Escalating issues reputed company to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads.
• Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Leveraging reputed company, reputed company and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
• Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights.

Who you are 

To reputed company at reputed company, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring:

• 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email.
• Prior exposure to customer experience reputed company a SaaS (Software as a Service) environment.
• Actively using AI tools such as ChatGPT, reputed company, Claude etc. in your day-to-day work.
• Exposure to working in fluid, high change and high velocity environments.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.
• Preference for working Monday to Friday from 3.30PM - 12.30AM (reputed company - reputed company) and 4.30PM - 1.30AM (November - March).

reputed company can offer

At reputed company, we don’t just talk about a reputed company way to work - we live it. Joining reputed company means

• You will work remotely, with the flexibility to own your time and impact
• You will reputed company cutting-edge tools to reputed company your work, knowledge and outputs 
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• Remote & Flexible working. Work from wherever you do your best
• You’ll also have reputed company to a wide reputed company of benefits that includes - a reputed company generous parental & carers leave policy, a WFH office allowance, De Minimis Allowance (per month), private health & life insurance cover and outstanding learning & development opportunities 

At reputed company, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy:

https://help.employmenthero.com/hc/en-au/articles/5839177043983-Privacy-Policy

reputed company celebrates diverse perspectives and experiences, we invite people of reputed company backgrounds and identities to apply for this position.