Customer Service Representative

Respond to customer inquiries via phone, email, and chat in a timely and professional manner.

Assist clients with questions related to HCM products and services, including payroll, benefits administration, time and attendance, HR data, and employee onboarding.

Troubleshoot basic system and user issues, escalating more complex matters to the appropriate internal teams.

Document customer interactions, issues, and resolutions accurately in the CRM or ticketing system.

Educate customers on platform features, workflows, and best practices to improve adoption and satisfaction.

Follow up on open cases to ensure timely resolution and a positive customer experience.

Collaborate with internal teams such as implementation, payroll, HR support, and technical support.

Maintain knowledge of company products, service updates, and compliance-related changes affecting clients.

Meet service level expectations for response time, case management, and customer satisfaction.