Junior Payroll Support Consultant at PaySpace

Job Purpose

The purpose of the position is to support existing PaySpace clients via email and telephonically by analysing their requirements, troubleshooting their problem or providing guidance on the system.

Quality Assurance

• Ensures best practice quality assurance standards are adhered to.
• Continuously monitor support centre trends (with regards to quality of advice, call durations, call type, telephone etiquette) and provides feedback to Support Manager.

Support desk

• Ensure service levels are maintained at all times
• Monitor own agent queue and track inbound calls to ensure service delivery
• Identify system and or compliance related issues raised by clients and escalate to manager to address with relevant department to mitigate any risk and increase service levels.
• Adhere to all new release updates and changes in compliance legislation that are communicated in order to maintain service delivery and minimize risk
• Trouble shoot system errors.

Upsell / cross sell opportunities

• Identify upsell / cross sell opportunities when dealing with clients by advising clients of advanced system capabilities ensuring that support service levels are adhered to at all times.
• Convert identified upsell/cross sell opportunities into new business and implement in line with support service level agreement.
• Ensure quote is generated and approved by client before additional consulting work is done.

Reporting

• Report monthly to management on arears of improvement and technical system issues for area of accountability.

Requirements

• Minimum 0 to 3 years' experience working within a Payroll/ HR environment
• Administration of computerised payroll system
• Administration of computerised HR system
• Good understanding of Payroll/HR principles
• Ability to demonstrate MS Excel skills (formatting, sorting, filter, lookup values, conditional values etc.)
• Display excellent phone and e-mail etiquette
• Must have good math skills
• Must have strong analytical skills
• Must have strong communication skills
• Must be able work in teams and independently