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Customer Relationship Executive
hace 3 semanas
SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.
**YOUR ROLE**:
To manage the customer relationships from receipt of contract, ensuring timely and efficient implementation through to an on-going trouble & error free best in class managed payroll service, enabling enhanced customer satisfaction evidenced in part by the timely payment of fees due.
To manage the in-country partner (ICP) relationship on behalf of the customers ongoing service ensuring key performance indicators are monitored and reported on a monthly basis.
**KEY ACCOUNTABILITIES**:
1. Manage customer and In-country partners (ICP) queries and expectations to ensure contract levels and SLA’s are fulfilled and excellent relationships are maintained.
2. Review and proactively refine existing service processes and procedures to drive business forward.
3. Assist the Customer where necessary with forms, communication with ICP's, banks, tax offices, accountants and other 3rd parties.
4. Provide advice on payroll related matters to non-UK employers/employees as required, developing in-depth knowledge of specific countries (country champion).
5. Provide 'out of country payroll office' services as required on behalf of designated customers, i.e. in situations where the customer does not want to deal directly with the ICP.
6. Identify and escalate any issues threatening the successful fulfilment of a contract.
7. Ensure compliance with all SD Worx policies for the maintenance of Data Protection, confidentiality, integrity and availability of information and to protect personal data for all customers and ICP's.
8. Identify new business opportunities within designated customers and facilitate additional/new customer/country services.
**KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE**
**Essential**:
1. Customer relationship management experience with subcontractors and/or customers,
particularly in a Multinational environment.
2. Proven professional customer/call handling experience, including first line, triage,
and query response in compliance with SLA's, KPI's and service credits contractually agreed.
3. Proven knowledge of process methodology and ability to develop/improve processes.
**Desirable**:
1. Fluent in another language
2. Fully conversant with office technology packages - Outlook, Excel, Word, & PowerPoint.
3. Preferable experience in payroll management and calculations.
SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work. With the possibilities of flexible working hours, homework, working from other offices,you can organize your own work.
For us, learning and innovating are like breathing, inspiring us to always go beyond. We offer multiple trainings, projectswhere you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.
From many places, we work as one, moving from better to best together.
