Senior Staff

The ideal candidate will have experience in managing customer service teams, excellent communication skills, and a strong understanding of HRIS platforms and client service best practices.

ESSENTIAL FUNCTIONS

1.  Lead and manage a team of customer service representatives to ensure excellent service delivery. Monitor team performance, provide guidance, and foster a positive, supportive work environment.
2. Act as the primary point of escalation for complex or urgent client issues. Ensure that customer inquiries related to HRIS platforms (such as payroll, employee data management, benefits, etc.) are resolved efficiently.
3. Identify areas for process improvements in customer service workflows, reporting, and ticket handling. Implement strategies to increase efficiency, reduce response times, and enhance client satisfaction.
4. Provide ongoing training and development opportunities for the customer service team. Ensure that all team members are equipped with the necessary skills and knowledge to handle HRIS-related inquiries and technical issues.
5. Track team performance using key metrics (e.g., response time, issue resolution time, customer satisfaction). Regularly report performance outcomes to senior management and suggest areas for improvement.
6. Work closely with the implementation, product development, and technical support teams to ensure a seamless flow of information between customer service and other departments.
7. Foster positive relationships with clients by providing proactive, high-quality support. Identify opportunities to improve client experiences and ensure that the HRIS solution aligns with their business goals.
8. Gather feedback from clients to identify areas for improvement in the HRIS system and customer service processes. Use this feedback to suggest changes or improvements to the product or service offerings.
9. Ensure that internal documentation and knowledge bases are up to date, enabling the team to efficiently resolve client issues. Maintain comprehensive records of customer interactions, feedback, and resolutions.

JOB SPECIFICATIONS:

1. Bachelor’s degree in Business Administration, Information Technology, Human Resources, or a related field (required).
2. Relevant certifications in customer service, HRIS platforms, or project management (e.g., ITIL, PMP, customer service management certifications) are a plus.
3. Proven experience (5+ years) in customer service, with at least 2-3 years in a supervisory or team leader role.
4. Experience with HRIS systems (e.g., Workday, SAP SuccessFactors, Oracle HCM) or enterprise software solutions is highly desirable.
5. Strong background in managing customer inquiries, resolving complex issues, and improving customer service workflows.
6. Experience working in a fast-paced, client-focused environment, ideally within a tech or SaaS-based company.
7. Familiarity with HRIS platforms and understanding of HR processes (payroll, employee benefits, performance management, etc.).
8. Proficiency with CRM tools (e.g., Salesforce, Zendesk, ServiceNow) to track customer interactions and manage support tickets.
9. Basic technical troubleshooting skills for assisting customers with product-related inquiries or issues.
10. Knowledge of knowledge management systems, FAQs, and documentation tools.
11. Familiarity with cloud-based technologies and SaaS platforms is a plus.
12. Proven leadership ability to manage, motivate, and develop a team. Ability to lead by example, set clear expectations, and foster a collaborative environment.
13. Excellent verbal and written communication skills with the ability to explain complex HRIS concepts in an easily understandable way to clients.
14. Strong analytical and problem-solving skills with the ability to manage difficult or complex customer issues efficiently.
15. Passionate about delivering exceptional customer service and ensuring client satisfaction at all stages of the service process.
16. Ability to manage multiple tasks simultaneously, prioritize workloads, and work under pressure to meet deadlines.
17. Strong empathy and patience for clients, especially in challenging or high-pressure situations.