HRM Labs Optimise HR Management for businesses.
We deliver industry-focused HR & Payroll Software that optimises workflow, groom and retain talents, and easy-to-use system which brings many benefits for Human Resource administration.
Our Mission is to create a centralize and scalable HRMS for companies to automate and ease businesses.
At HRM Labs, we staunchly believe that each day and every effort represents a crucial step in shaping the future. This fundamental understanding underscores our commitment to continuous improvement and collective progress, acknowledging the significance of both individual and collaborative contributions
The Role
Key Responsibilities
Customer Interaction :
- Respond promptly to customer queries via email, chat, and phone.
- Provide accurate information about the HRM platform's features and functionality.
Problem Solving :
Troubleshoot customer issues and escalate unresolved problems to the technical team.Document common issues and collaborate with the development team for system improvements.Customer Education :
Assist in onboarding new clients and conducting product demos.Create and update knowledge base articles, FAQs, and tutorials.Performance Goals :
Achieve high customer satisfaction (CSAT) scores.Meet key performance indicators (KPIs), such as response time and resolution time.Ideal Profile
Core Skills and Experience
Technical Knowledge :
Familiarity with SaaS platforms, especially HR Management SystemsBasic understanding of cloud technologies, APIs, and integrations.Proficiency in troubleshooting technical issues related to the company's platform.Soft Skills :
Strong communication skills (verbal and written) to explain complex ideas in simple terms.Patience and empathy while dealing with customers.Ability to handle irate or frustrated customers professionally.Experience :
1-3 years of experience in customer support roles, preferably in SaaS or tech-related fields.Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar)Multilingual capabilities especially in EnglishTools and Technologies
Ticket Management : Zendesk, Freshdesk, or similar.Collaboration : Slack, Microsoft Teams, or Google Workspace.Knowledge Base : Notion, Confluence, or a dedicated CMS.Productivity : Time tracking and reporting tools like Hubstaff or Trello.Behavioral Traits
Customer-first mindset.Willingness to learn about new technologies and updates to the HRM system.Proactive in identifying and resolving potential issues.Ability to work under pressure and manage multiple tasks efficiently.Work Environment and Flexibility
Remote and / or hybrid work capability.Availability to work in shifts if serving clients in multiple time zones.Strong internet connection and necessary hardware setup for remote workWhat's on Offer?
Work alongside & learn from best in class talentFlexible working optionsChallanging working experience