Coordinator, Payroll Client Services - APAC

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious proble...

With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.

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, such as Remote values and Remote Customer Code.
Gather necessary information to diagnose payroll issues accurately using the 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.
You'll report to: Manager, Payroll Client Services
Direct reports: No
Team: [Customer Experience] - [Payroll Client Services]
Location: APAC
Start date: As soon as possible