Customer Experience Coordinator

Schedule: Monday through Friday from 13.00-21.00
Anticipated Start Date: 18 November
Position will be on-site for the first 45-days, then transition to work from home
Office Location: Starine Novaka 23, Beograd, Palilula - Limited free parking provided

Paycor's HR software is purpose-built for leaders and modernizes people management. We help our customers build winning teams and great places to work. Paycor’s culture is the key driver of our success. Every day, our associates find new ways to add value and progress toward audacious goals. We celebrate wins and share the wealth with a high -performance-centric culture that empowers talented people to try new roles, innovate and experiment, and follow their passions.

Job Summary

The Customer Experience (CX) Coordinator is a pivotal function to our fast-paced SaaS Customer Experience team. The CX Coordinator will partner with Paycor’s internal and external stakeholders to assist with tasks that are critical to customer satisfaction and retention, such as case management, projects, reporting, and customer call requests. In this role you will manage both internal and external escalations via phone and email ensuring timely communication and oversight through resolution. The CX Coordinator will assess the customer's situation, define success criteria, and maintain consistent and predictable communication to the customer and relevant stakeholders until resolved. This role requires excellent relationship development skills, ability to work cross-functionally and a personality that thrives in a fast-paced environment. 

Duties and Responsibilities:

• Support stakeholders to ensure customer needs are addressed in a timely manner (ghost writing communications, call-to-action tasks, liaising with internal teams, scheduling trainings/calls, etc.)
• Support stakeholders with urgent customer needs, as well as outreaches (following up on product needs, report generation, presentation preparation, SOW creation ect)
• Coordinate work around escalations and collaborate with partners in development to get traction on escalated issues
• Ensure consistent and predictable communication to the customer and relevant stakeholders until a solution has been provided
• Execute ad hoc customer call request to communicate time sensitive information
• Provide and review weekly reporting and assess impact proactively to our teams and recommend data informed actions to be taken by stakeholders
• Conduct systematic audits to ensure compliance of team documentation
• Deliver exceptional customer service while managing difficult conversations and overcoming objections
• May provide stakeholders coverage during planned and unplanned absence as well as during peak seasons
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Requirements:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.
• Proficient in English (reading, writing, speaking) equivalent to CEFR level C2
• Bachelors degree or equivalent business experience required
• 2+ years customer-facing experience
• Conflict resolution and de-escalation skills
• Ability to recognize, empathize and understand escalated customer sentiment
• Strong communication skills and ability to recall and coherently summarize complex issues and situations
• Detail oriented and thorough with excellent documentation skills and sense of personal accountability
• Ability to think critically and creatively to resolve customer concerns
• Is accountable and consistent, documents in detail and represents Paycor in a professional and friendly manner
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence and leading without authority
• Capable of working on multiple projects while maintaining close attention to detail and meeting deadlines
• Command of Microsoft Office technology stack and experience with CRM technologies preferred

Paycor Total Rewards

Take Care of Each Other is one of our Guiding Principles and it’s something we actively pursue through the benefits we offer. We are dedicated to delivering a great personal and professional experience with exceptional benefits to support your wellbeing and the wellbeing of your family.

Highlights include:

• A flexible virtual-first work philosophy
• An alternative equivalent cash award for all new Associates and on-going cash award opportunities tied to Paycor’s stock performance
• Generous paid time off in addition to 10 paid holidays
• Company paid private health insurance with flexibility in selecting healthcare providers
• Company paid life and disability insurance
• Paid leave for illness, birth parents, non-birth parents, elder caregivers, marriage, adoption of a child and bereavement
• Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges
• Christmas and Easter bonuses
• Work-from-home allowance
• Opportunity for strengthening expertise and skills through Paycor’s learning platform, including lessons in English

We also offer competitive compensation determined by each individual’s relevant experience, skills, and education. In addition to base pay, Paycor associates are eligible for either a performance-based annual bonus or commission, depending on the position.