Customer Care Executive

The role is to provide professional, timely, accurate, compliant on-boarding/response/resolutions to client queries throughout the lifecycle of the client contract, whilst taking proactive measures to enable the highest level of customer service and minimising the need for dispute resolution through the building of client relationships and the quality of service provided and following standard operating procedures. Must have excellent written and verbal business English and be proficient in Microsoft. Key Responsibilities include:
 

• Responsible for the full lifecycle of our clients (the customer) working on temporary cross-border employment contracts.
• Principal point of contact for all customer enquiries either by telephone or e-mail.
• Manage the relationships and queries from contractors, end clients, agencies and authorities via email and telephone.
• Ensure all communications from contractors receive a response within 24 hours of receipt and that all queries or issues are resolved ASAP. Escalating any pending issues and critical situations immediately.
• Assist with invoicing and payment-related enquiries and tasks as and when required.
• Collecting and verifying compliance-related documentation (KYC) and escalating and checking timesheets.
• Liaising with local accountants for contractor registrations and de-registrations.
• Liaising with local accountants for the administration and provision of payroll services as and when required.
• Provide accurate data input to document management software.
• Monitoring customer satisfaction levels and service delivery turnaround within set time frames.
• Coordinate and liaise with internal departments, agency/client and external partners for any information required and reply accordingly.
• Verifying all new sales and ensuring the simulation given to the contractor was correct and escalating any discrepancy to management.
• Control and maintain records of documents whilst ensuring compliance and continuously monitor and chase up for documentation to ensure no statutory obligations are missed at all times and are in place within three months following receipt of the solution summary sales approvals whilst striving to have all basic compliance documents in place within one month of the sales approval.
• Send Welcome and Compliance (KYC) emails the same day or the next working day following receipt of the solution summary and sales approval.
• Manage the monthly review and follow-up of contractor extensions.
• Processing:
  • timesheets/self-bills and raise invoices as and when required.
  • contractor payments.
  • contracts when required.
• Continually seek ways to improve working practices, passing suggestions to the Head of Customer Care.

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