9 Oct 2019

Full-Time Customer Success Specialist

Thankyou Payroll –  Wellington City, Wellington

Job Description

Position Objective
This is an opportunity to work with a fast growing, social enterprise, with great organisational values and culture (and dogs. We have office dogs!) This position exists to facilitate cheerful and efficient, ongoing connections between Thankyou Payroll and our clients. Your role is to provide top end customer service via phone calls and emails, to help customers navigate our system and the complexities of payroll processing. You’ll know your way around a computer and have a passion for finding the right solutions. It would be beneficial to have some understanding of payroll and New Zealand employment legislation. You’ll be patient, precise, practical and creative.

Helpdesk is open from 8:30am-5pm Monday to Friday; this role is 4 days per week, 30 hrs, predominantly between 9am – 5pm, with some flexibility. We offer 5 weeks of annual leave per year. We think it’s important to have a supportive office environment and a holistic way of thinking about the world. Thankyou Payroll aims to value the businesses, charities, humans and the environment we work with, as well as the communities we serve.
We value creativity, enthusiasm, diligence; the ability to think big and make connections between seemingly disparate ideas.

Reporting to
Thankyou Payroll Customer Success Manager, and the Core Crew.

Working alongside
TYP employees, TYP clients, partner organisations (accountants and bookkeepers), community members, IRD employees and members of the Thankyou Charitable Trust.

Key Tasks

1. Provide first-level customer support via phone and email
2. Maintain and update help documentation
3. Form strategic relationships with clients and partner organisations
4. Facilitate policy and procedure development that exemplifies best practice
5. Work as part of the Thankyou Payroll team

Key Tasks in Detail

1 Provide customer support via phone and email
1.1 Provide customers with support via email and phone interactions, using our CRM
1.2 Work consciously to maintain respectful relationships
1.3 Create avenues for clients to provide feedback and suggestions
1.4 Create an (online) atmosphere that is welcoming of all clients
1.5 Develop and implement pro-active customer service strategies
1.6 Managing IRD mail eg: debt payments/Kiwisaver/child support
1.7 Administer money movement tasks
1.8 Facilitate courtesy calls to clients as required

2 Maintain and update help documentation
2.1 Maintain an up-to-date understanding of the Thankyou Payroll system and related employment legislation
2.2 Ensure help documentation on the website and in videos is accurate and up to date
2.3 Produce new help documentation as required
2.4 Look for ways to make help documentation more accessible for clients

3 Form strategic relationships with clients and partner organisations
3.1 Keep clients and partner organisations engaged with and informed about the activities and events that Thankyou Payroll is engaged in
3.2 Work collaboratively and selectively with current and potential partner organisations
3.3 Attending appropriate events and seminars to promote TYP service
3.4 Look for opportunities for our CEO and CTO to participate in high-level discussion through government and community

4. Facilitate policy and procedure development that exemplifies best practice
4.1 Develop and update on a regular basis policies and procedures to ensure the safety of Thankyou Payroll and its clients
4.2 To maintain a commitment to the principles of Te Tiriti o Waitangi
4.3 To maintain a commitment to the best practice employment and customer service procedures

5. Work as part of the Thankyou Payroll team
5.1 Work alongside Thankyou Payroll to support our general business and business functioning – i.e. helping out in the office or at events when required
5.2 Maintain liaison with all workers at Thankyou Payroll in order to provide the best information to staff and clients and to play a role in supporting the wider team
5.3 Participate in professional development and training in order to continue professional growth

Personal Competencies

Essential:
Excellent communication skills, written and verbal
Proven organisational skills, and problem solving abilities
Reliability, determination and ability to get stuff done
Enjoyment of and enthusiasm for working with people
Ability to relate to and empathise with frustrated clients
A commitment to the values of the organisation and the social enterprise kaupapa
Patience, creativity, flexibility and energy
Ability to maintain appropriate boundaries and de-escalate situations
Ability to work independently
Relevant experience in customer service

Desirable:
An understanding of NZ payroll

How to Apply

Please email cover letter and C.V. to [email protected], attn: Silvana

Job Categories: Customer Service. Job Types: Full-Time. Salaries: 20,000 - 40,000.

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