Lead Client Support Specialist

2 weeks ago

Cremorne, Australia beBeePayroll Full time $78,819 - $105,492
Client Engagement Specialist

We are seeking an experienced Client Engagement Specialist to join our team. As a key member of the payroll operations department, you will provide high-quality support to clients and participate in associated activities.

Key Responsibilities:
  • Support clients via multiple channels (self-service, phone, live chat) for product, system, legislation troubleshooting, and escalations as required
  • Provide system and technical support
  • Handle general enquiries
  • Offer legislation support including month-end and year-end requirements
  • Build and reconcile reports on all aspects of payroll
  • Process payrolls and provide support to clients for month-end and year-end requirements, including STP and Pay Date filings
  • Act as a Payroll consultant to clients, understanding their business payroll policies and supporting them for smooth processing
  • Work on support and escalation tickets daily, providing status updates and overseeing client-escalated tickets through triage and resolution
  • Maintain internal knowledge base and external documentation
  • Build and manage client relationships with regular touch points and monthly proactive meetings
  • Own the testing of release manifests and features development within agreed timelines
Requirements:
  • Minimum 3+ years of Customer Service experience via multiple channels
  • Strong knowledge of payroll practices and operations
  • Comprehensive understanding of current Australian and New Zealand payroll legislation
  • Demonstrated ability to investigate issues and find solutions
  • Strong analytical and problem-solving skills
  • Advanced computer skills, including Microsoft Word and Excel

This role offers the opportunity to work with a dynamic team and develop your skills in payroll operations.

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