Job Description

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

CUSTOMER COACH

You will have the skills and ability to demonstrate that you can:

· Build expertise with focus on the needs and requirements of customer - have the curiosity and not afraid to challenge to develop and make this expertise available for customer solutions.

· From Service transaction to Customer journey, can listen and put themselves in the shoes of the people that use our products, understanding their goals and provides the best quality service with passion and professionalism.

· Feel empowered to make own decisions and at the same time work collaboratively across teams to deliver the best results.

YOUR ROLE: The purpose of this role is, in training and closely supervised over a prescribed period, to provide an effective, efficient and accurate payroll service to our customers under the governance of SD Worx’s Quality Management System.

ROLE & RESPONSIBILITIES:

1. Work to successfully completing skills training on products, tools, and services, to meet agreed milestones.

2. Take responsibility for own personal development plan in line with company objectives and values.

3. Throughout the training you will develop in the following:

· Effectively plan and manage own workload, supporting customers and deliver their payrolls to agreed deadlines.

· Participate in team huddles to ensure risks and issues are highlighted and followed through to closure.

· Identify opportunities to advise and assist other team members, including cover for other team members as and when required.

· Validate and input all data received to agreed SLAs.

· Check input data and make all relevant corrections before the live run.

· Handle routine, non-routine and complex customer queries regarding payroll and HR related issues, including liaising with both internal and external contacts.

· Manage all aspects of Tax Year end processing for customers.

· Communicate effectively to customers (internal & external)

· Manage and support the customer in the processing of their payrolls to ensure payments/reports to employees are made accurately and on time.

· Provision and delivery of their performance statistics, including root cause to the Team Manager to meet reporting requirements.

· Support the Team Manager in creating the RCA documentation.

· Recognise and promote opportunities for Added Value Services

· Compliance with statutory regulations and provide guidance to customer and colleagues.

· Demonstrate good knowledge of legislation and products.

· Maintain Standard Operating Processes and update with changes.

· Take responsibility for own personal development plan in line with Company objectives and values.

4. Engage in simple customer queries.

5. Deliver high quality customer service.

6. Perform simple data input as assigned.

7. Pre and post live tasks

8. Ensure relevant Standard Operating Procedures (SOPs) are followed to ensure predictable and accurate results. Flag any SOPs that may be unclear or may require updating.

OUR EXPECTATIONS:

Thinking and Acting Outside In

· The ability to absorb knowledge that is immediately applicable in the job. Proactively keeps own expertise up to date & consults the right information sources and takes actions to develop their own knowledge when steered in this direction and supported.

· Has an open & critical mind to changing their way of working in times of continuous transformation.

Agility

· In depth knowledge and continued learning of products and services, tools, best practices, optimal personal organisation, and professional attitudes.

· In depth knowledge of customer portfolio, productive customer contact points, seeking to deliver service with very high customer satisfaction.

· Ability to present/bring a well-prepared topic in a professional way.

Connecting

· Ability to develop productive relations with customers (all touch points), colleagues and managers. Be recognized and be accessible as an expert by your direct colleagues, help colleagues.

· Ability to build and use a network to find a win-win solution for customer requests or colleague requests.

· Ability to coach customers and/or colleagues across own networks.

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

Essential

1. Drive and desire to train and develop at a fast pace, within a structured payroll, customer centric environment.

2. Experience within customer service environment; delivering exceptional customer service via telephone, email, and other forms of communication.

3. Demonstrable knowledge of PC literacy and software, including Word and Excel

4. Good organisational skills and the ability to work as part of a team and on own initiative.

5. Time and workload management

What do we have to offer?

• Leaves: the types of leave granted from day 1 (annual leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years

• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate

• Monthly fixed transport allowance

• No deduction for using the company’s transport after work

• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years

• Fixed internet allowance for home use

• Career break option

• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)

• Yearly performance review with remuneration review

• Yearly company bonus

• Car loan: subsidized interest facility

• Referral program

• Learning opportunities: through an individual development plan and professional training

• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
  

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.