Customer Service Representative

Key Responsibilities:

·    Handle incoming calls professionally and courteously

·    Resolve simple time sheet and payroll queries in real-time

·    Document unresolved issues in the designated tracking system (Google Sheet)

·    Assign unresolved cases to the research team with accurate notes

·    Escalate complex issues to supervisors or appropriate departments as necessary

·    Review and prepare to contact individuals listed in the tracking system (Google Sheet)

·    Make follow-up calls to provide updates or resolve payroll and time sheet issues

·    Ensure all interactions and outcomes are recorded in the tracking system

·    Collaborate with the team to verify information before making calls

Qualifications:

·    Willingness to work in night shift

·    Bachelor’s degree of any stream

·    Proficiency in VOIP preferred

·    Min 2 years’ experience in customer service, call center(customer service), or payroll support roles is a must

·    Excellent verbal and written communication skills in English

·    Strong problem-solving abilities and attention to detail

·    Proficiency in using Google Sheets, CRM platforms, and other relevant tools

·    Ability to work effectively in a fast-paced environment

Key skills:

·    Empathy and active listening

·    Time management and organizational skills

·    Familiarity with payroll processes and time sheet management (preferred)

·    Adaptability to evolving workflows and processes

·    Ability to maintain confidentiality and professionalism

Additional Requirements:

·    Willingness to undergo training and participate in quality assurance processes