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Senior Payroll Client Services Specialist

3 weeks ago

Remote, Singapore Remote Technology, Inc. Full time

**About Remote**:
**All of our positions are fully remote. You do not have to relocate to join us**

**What this job can offer you**:

- Act as the next point of contact for customer queries unresolved by Tier 1, ensuring prompt responses and timely resolution to our customers.
- Manage and resolve customer escalations promptly, joining calls to provide expert insight and reassurance.
- Dive deep into complex APAC payroll queries.
- Champion collaboration between Payroll Operations and Client Services, making sure the tier 1 team is aware of how payroll was processed and potential issues before pay day.
- Write training materials to educate Tier 1 specialists, boosting their skills and confidence.
- Stay up-to-date with country legislation and maintain internal knowledge base.
- Ensure all client requests, from calculations to mock payslips, are met promptly and professionally.
- Foster a culture where the team is adept at finding independent solutions, optimizing the use of our extensive internal knowledge base.
- Act as the go-to person for Tier 1 specialists, taking ownership of customer queries that remain unresolved at Tier 1.
- Provide prompt and effective responses to customer, ensuring timely resolution to enhance overall customer satisfaction.
- Handle escalated customer issues by proactively engaging in video calls, leveraging your expertise to provide insightful solutions and reassurance.
- Dive deep into intricate payroll queries, particularly focusing on the nuances of Indian payroll and stay informed about payroll processes in other APAC countries to enhance overall regional expertise.
- Contribute to the maintenance of an internal knowledge base, keeping information up-to-date for reference by the team.
- Create comprehensive training materials to educate Tier 1 specialists, enhancing their proficiency in handling customer queries.

**What you bring**:

- Deep understanding of Indian payroll with 5+ years experience. Experience in other APAC countries is considered a plus.
- Experience in client-facing roles.
- Excellent communication skills.
- Proficiency in payroll documentation and calculations.
- Strong project management and organizational skills.

**Practicals**:

- **You'll report to**: Manager, Payroll Client Services
- **Team**: Payroll Client Services
- **Location**: APAC
- **Start date**: As soon as possible

**Remote Compensation Philosophy**:
Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

**Application process**:

- (async) Take home test
- Interview with Regional Manager of Payroll Client Services
- Second interview with Senior Global Manager of Payroll Client Services
- Prior employment verification check

LI-DNI

**Benefits**:

- work from anywhere
- unlimited personal time off (minimum 4 weeks)
- quarterly company-wide day off for self care
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces

**How you’ll plan your day (and life)**:
You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your **life-work balance** is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

**How to apply**:
Please fill out the form
- and upload your CV with a PDF format.
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.