Business Process Specialist

2 weeks ago

Cremorne, Australia beBeeClientEngagement Full time $60,000 - $100,000
Client Engagement Manager Job Summary

We are seeking a highly skilled Client Engagement Manager to provide exceptional support to our clients. The ideal candidate will have strong knowledge of payroll practices and operations, as well as comprehensive understanding of current Australian and New Zealand payroll legislation.

Key Responsibilities:

  • Deliver high-quality service to clients via multiple channels including self-service, phone, live chat support, and email.
  • Provide technical support for payroll systems and resolve complex issues promptly.
  • Build and maintain relationships with clients through regular touch points and proactive meetings.
  • Collaborate with internal teams to identify, build, and refine payroll best practice processes.
  • Investigate and resolve client escalations in a timely manner.
  • Manage client expectations and deliver ongoing client education related to client queries and/or escalations.
  • Contribute to process documentation and perform User Acceptance Testing of new system features.
  • Monitor and improve client experience measures (Retention and Net Promotor Score) and business-related performance goals.
Requirements
  • Minimum 3+ years of Customer Service experience
  • Strong knowledge of payroll practices and operations is essential
  • Comprehensive understanding of current Australian and New Zealand payroll legislation
  • Demonstrated ability to investigate issues and find solutions
  • Advanced computer skills including Microsoft Word and Excel
Benefits

As a Client Engagement Manager, you will have the opportunity to work closely with clients to understand their business needs and deliver tailored solutions. You will also be part of a dynamic team that is passionate about providing exceptional service.

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