Customer Support Technical Specialist II
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 center 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 center. 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
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
What Would Make You Really Stand Out:
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