Hybrid Customer Advocate, CSR – HR & Payroll

at Sprout Solutions

• Job title: Customer Advocate, CSR – HR & Payroll
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Mandaluyong, Philippines

About the role

• Customer Advocate I providing clear and timely solutions for client issues and inquiries. Responsible for managing ticket volume and educating clients on Sprout's HR and Payroll products.

Responsibilities

• The primary responsibility of Customer Advocate I is to provide clear and timely solutions to concerns raised by clients.
• They are skilled subject matter experts with which customers can rely on for answers.
• They are the first contact of clients for inquiries & concerns.
• Serves as the initial point of assistance, addressing issues encountered by customers.
• As the primary point of contact, Customer Advocate I manages the biggest ticket volume and they are responsible for properly documenting all the relevant information related to the concerns.
• Should be able to use these channels to decipher which best to use given the issue at hand: Ticket, Online Meeting, Call.
• The goal is to make clients experts in Sprout products by educating them through any type of customer engagement.
• Work closely with both clients and the relevant Sprout stakeholders to identify needs, provide solutions, and ensure that the clients are updated timely and accurately.
• Responsible for properly documenting all the relevant information related to the concern which is to be sent to the client and potentially used when escalation is required.
• Responsible for filing internal tickets to be passed on to the engineering or product team.
• Help clients become experts by contributing to the product Knowledge Base.
• Expected to exhaust all possibilities of issue resolution which includes the use of knowledge base articles (internal & external) and other internal tools.
• Collaborate with different resources and teams in Sprout to solve client issues.
• Should adhere to SLAs depending on severity level and follow escalation matrix when needed.
• Focus on addressing straightforward concerns and provide foundational support.
• Assist with general inquiries (Basic Navigation, Troubleshooting, and System Setup).
• Create informational materials for common system concerns.
• Acquire information about the issue by examining the symptoms and analyzing the underlying problem.
• Document all the necessary and relevant information related to the concern for escalation.

Requirements

• Willing to work on shifting schedule
• Preferably with basic HR and Payroll experience
• Customer Support experience is not required but preferred
• Rockstar Customer Service skills
• Good Communication Skills
• Good listening and comprehension skills
• Ability to multitask, prioritize, and manage time effectively
• Has keen attention to details
• Has to be solutions driven, resourceful, and a creative problem solver
• Has a methodical approach in explaining processes
• Business Writing Skills
• Good collaboration and interpersonal skills
• A team-player attitude is essential

Benefits

• This is a full-time employment opportunity with a hybrid work arrangement.
• The role offers certifications and annual budget for training/upskilling.