Customer Care Specialist Job at Employment Hero (Metro Manila)

Customer Care Specialist

Employment Hero

Location:
Philippines , Metro Manila

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Customer Care Specialist (HR), you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero HR product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. The expected start time is Monday to Friday from 6am local PH time.

Job Responsibility:

Responding to and resolving customer tickets, calls and queries related to the Employment Hero HR Platform in a timely manner
Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers
Proactively analyse and understand product functionality across the platform and logic in detail
and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements
Conduct/triage customer support issues and assign to the appropriate team or resolve where possible
Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads
Working with customers across multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes
Leveraging Zendesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
Proactively contribute feature requests and Help Centre suggestions, where warranted and using customer insights

Requirements:

1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email
Prior exposure to customer experience within a SaaS (Software as a Service) environment
Exposure to working in fluid, high change and high velocity environments
Problem solving skills with a sound and thorough approach to troubleshooting
Ability to manage competing priorities, working autonomously
requesting assistance where needed
Strong and polished verbal and written communication skills

What we offer:

Remote & Flexible working
WFH office allowance
De Minimis Allowance (per month)
private health & life insurance cover
outstanding learning & development opportunities
generous parental & carers leave policy

Additional Information:

Job Posted:
February 16, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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