Coordinator, Payroll Client Services

Coordinator, Payroll Client Services

The Coordinator, Payroll Client Services is responsible for resolving customer payroll inquiries and supporting smooth payroll operations. This role focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently.

Responsibilities

• Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).
• Handle customer inquiries according to defined workflows and expectations.
• Gather necessary information to diagnose payroll issues accurately using available tools, documentation, and customer information.
• Escalate complex cases to senior team members following defined workflows.
• Document issue details and resolution steps clearly.
• Provide timely updates to customers regarding issue status and resolution timelines.
• Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
• Maintain professionalism and clarity in all written and verbal communication with customers.
• Follow internal workflows and support documentation to resolve cases consistently.
• Ensure accurate documentation of support tickets and case outcomes.
• Adhere to defined SLAs and operational guidelines.
• Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.
• Build foundational understanding of payroll concepts and processes.
• Learn payroll rules and compliance considerations in supported regions.
• Seek guidance from senior team members when encountering unfamiliar issues.

How to Apply Please fill out the form below and upload your CV with a PDF format. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote. 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.