Service Excellence & SLA Management: Manage the end-to-end lifecycle of payroll processing requests, ensuring precise, timely execution in alignment with Service Level Agreements (SLAs) and pay cycle deadlines.
Payroll Accuracy & Quality Assurance: Execute high-accuracy payroll data updates and perform rigorous audits of payroll registers and variance reports to maintain the integrity of payroll outputs.
Reporting & Payroll Analytics: Deliver scheduled and ad-hoc payroll reports, providing stakeholders with accurate data for labor cost analysis and financial reporting.
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Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
Call centre experience is not a ‘must’ but would be a distinct advantage.
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Provide strategic counsel to clients and fellow team members, anticipating challenges and planning proactively.
Develop and leverage media and stakeholder relationships, deliver strong media pitches and stakeholder materials, and conduct insightful analysis.
Support new business initiatives by identifying opportunities, preparing proposals, and conducting research to enable senior team members in pitches and presentations.
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Apply Air Liquide SR2M framework for managing supplier relationships based on supplier segmentation.
Ensure that business reviews are conducted with suppliers at appropriate frequencies and levels (executive and operational) to drive performance and value.
Support strategic supplier initiatives and organize supplier events (e.g., supplier days, technology days).
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Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company.
Answer contacts promptly and professionally
Log/Validate all contacts Call Handling Database
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Advanced Service Delivery: Manage complex and high-priority service requests, ensuring execution excellence in alignment with established SLAs and targets.
Payroll Accuracy & Quality Assurance: Execute high-accuracy payroll data updates and perform rigorous audits of payroll registers and variance reports to maintain the integrity of payroll outputs.
Reporting & Payroll Analytics: Deliver scheduled and ad-hoc payroll reports, providing stakeholders with accurate data for labor cost analysis and financial reporting.
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Deliver exceptional customer service by actively listening to users' needs, addressing concerns, and ensuring user satisfaction throughout the support process.
Contribute to the development and maintenance of a knowledge base with frequently asked questions and standard solutions to assist users in resolving common issues.
Document issue resolutions, troubleshooting steps, and best practices for future reference and knowledge sharing.
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