Payroll Customer Support Team leader
Your role will manage day-to-day workflow of consultants and be first escalation point, providing 1st class customer service to customers.
Summary about this job
Payroll
Company: Sage
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-2-5220-5805
Fax: +61-7-6354-4403
E-mail: n\a
Site: n\a
Detail information about job Payroll Customer Support Team leader. Terms and conditions vacancy
- Leae a team of payroll consultants
- Provide 1st class customer service to customers
- Melbourne based
About the role
Your role will manage day-to-day workflow of consultants and be first escalation point, providing 1st class customer service to customers.
Your responsibilities will include but not limited to:
- Mentor and coach Support Consultants to provide customers with exceptional Help Desk service, supporting business revenue objectives; including prioritising assigned workflow, monitoring and resolving issues and incidents, and ensuring accurate and timely documentation of all requests and outstanding issues
-
Ensure that customers experience exceptional service levels by proactively liaising with other internal departments to solve problems and provide seamless support
-
Escalate issues and incidents effectively to Help Desk Manager as appropriate, liaising confidently with customers to clarify details and enable accurate problem definition
-
Actively promote Sage services and software solutions, including providing training sessions as required
-
Contribute to product direction by proactive feedback of software defects and/or enhancement requests to the Software Development teams, and participating in product system and functionality testing as required
-
Ensuring the on-going performance and maintenance of the software and provision of any assistance or advice to other departments
-
Other duties as required from time to time
Your background
- lead a team of payroll team or similar
- Minimum 5 years' customer service experience
-
Experience managing a team and allocating/prioritising workflow
-
Experience working in a call-centre/helpdesk environment
-
Experience providing support for complex/technical product, solution and/or software products and/or services
-
Strong attention to detail
-
Ability to prioritise effectively
-
Exceptional customer service ethic
-
Strong analytical problem solving experience
-
Excellent verbal and written communication skills
-
Results oriented and highly organised
-
Self-motivated and driven to succeed
-
Ability to work on own initiative
Preferred:
-
Familiarity and technical experience with Sage software will be advantageous
-
Familiarity and technical experience with accounting practices