Senior Client Services Specialist - APAC
RemoteAbout the role
About Remote
Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.
Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.
All of our positions are fully remote. You do not have to relocate to join us!
What this job can offer you
This is an exciting time to join Remote and make a personal difference in the global onboarding space as a Client Services Specialist, joining our Onboarding Operations team.
Our ambition is to provide the best end to end customer experience. Working closely with our client and internal operations teams, you will be the first line of response in triaging and addressing all potential company and employee issues related to Onboarding.
What you bring
- Act as a primary point of contact to client facing teams within Remote for all questions related to Onboarding Operations, including subject matter expertise on the practice of compliant, global employee onboarding.
- Shepherd onboardings with enterprise-level clients requiring customized onboarding flows or high-touch onboarding management, guiding them through internal processes and acting as primary point of contact for onboarding team.
- Executing and evaluating employee onboardings to refine/improve service and communication touchpoints, keeping in alignment with CX best practices.
- Influence and/or direct management of the Onboarding Operations Team’s service delivery (response and resolution), directly with our customers and their employees through our Help Desk, or with our Customer Care team as needed.
- Provide companies and employees support on all Onboarding related questions and address their potential issues.
- Collaborate closely with Customer Operations, Customer Care, Customer Experience and Sales teams to provide best in-class support to our clients and ensure answers are provided within strict SLAs.
- Develop and maintain up-to-date knowledge base, documentation and FAQs on Onboarding Operations, especially those used by our go-to-market teams.
- Work cross-functionally with our other key operational teams including Mobility, Lifecycle, Benefits and Payroll to ensure a smooth client and employee experience that compliments service delivery.
- Continuously identify and implement ways to improve the onboarding experience, based on direct feedback from our customers and their employees.
Key Responsibilities
- 4-6+ years human resource and/or client services experience, with a specific focus on service delivery in an employee onboarding capacity
- 2-5 years experience working with HRIS systems data management/analysis and/or ticketing systems, with a specific focus on developing internal training and reporting materials based on data from these systems.
- Experience leveraging automations and 3rd party integrations to maximize speed and efficiency during service delivery
- Deep knowledge of customer/client onboarding best practices, and global employment landscape
- Creative problem-solving abilities with exceptional communication skills
- Strong understanding of service/HR software, with focus on onboarding client service delivery through these platforms
- Proven experience working with internal teams to solve issues affecting customers
- A productivity geek who is constantly thinking of ways to improve and speed up their work
- Ability to adapt to a fast-paced, international work environment with a passion for having a positive impact
- Understanding of the imortance of documentation and the benefits of working
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