Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location.
About the opportunity
As a Customer Support Technical Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll questions in a high-volume call centre. You will provide consistent quality of customer service and support on Dayforce Powerpay HCM’s products and services.
What you’ll get to do
Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
Use decision-support computer software programs to respond to common service questions and inquiries
Position entails a high amount of customer interaction over the phone
Ensure that customers understand the resolution and provide on-going education to customers
Listen attentively to customer needs and concerns; demonstrate empathy
Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner
Develop deep technical expertise and gain valuable business/industry related experience
Skills and experience we value
2+ years customer service
Familiarity with computers and telephone etiquette
Computer Literate (MS Word, Excel, PowerPoint, Outlook)
Ability to handle escalated/difficult situations
Active listening skills
Extensive customer service experience
Ability to multitask
Results-oriented drive
Problem-solving skills
Time Management and prioritization
Analytical and Reporting Skills
Domain Knowledge – CA Payroll (desirable – else, to acquire during provided training)
Capacity to work flexible working hours to include Night Shift schedule and day-offs that may be scheduled on weekdays
Willingness to work during Philippine holidays
Very good command of oral and written English
Exhibiting patience and confidence
People/culture sensitivity
Advanced soft skills: exactness, positivity, empathy and common sense
Ability to thrive in a fast-paced working environment
Be an effective, active and engaged team member
Quality interactions; all day/every day
Ceridian
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