(MAU) Customer Support Technical Specialist II

As a Customer Support Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues.

About the opportunity  

As a Customer Support Specialist II, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high-volume calls/emails assisting customers with complex questions relating to their payroll questions in a high-volume call centre.  You will provide consistent quality of customer service and support on Ceridian Powerpay HCM’s products and services. 

What you’ll get to do  

• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training 
• Use decision-support computer software programs to respond to common service questions and inquiries 
• Position entails a high amount of customer interaction over the phone 

• Ensure that customers understand the resolution and provide on-going education to customers 
• Listen attentively to customer needs and concerns; demonstrate empathy 
• Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner 

What’s in it for you  

• Encouragement to be the best version of yourself at and away from work: 

• YOUnity diversity and inclusion programs 
• Amazing time away from work programs  

• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life 
• Recognition for your contributions through excellent pay, perks, and rewards 

• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares 
• Opportunities to fuel your career growth through numerous internal and external programs and events 

Skills and experience we value  

• 2+ years customer service 
• Familiarity with computers and telephone etiquette 

• Computer Literate (MS Word, Excel, PowerPoint, Outlook) 
• Ability to handle escalated/difficult situations 
• Active listening skills 
• Extensive customer service experience 
• Ability to multitask 

• Results-oriented drive 
• Problem-solving skills 
• Time Management and prioritization 
• Analytical and Reporting Skills 

What would make you really stand out  

• Domain Knowledge – CA Payroll (desirable – else, to acquire during provided training) 
• Capacity to work flexible working hours to include Night Shift schedule and day-offs that may be scheduled on weekdays   
• Willingness to work during Philippine holidays 
• Very good command of oral and written English  
• Exhibiting patience and confidence 

• People/culture sensitivity 
• Advanced soft skills:  exactness, positivity, empathy and common sense 
• Ability to thrive in a fast-paced working environment 
• Be an effective, active and engaged team member 
• Quality interactions; all day/every day