Re:Sources is the backbone of Publicis Groupe, the world’s third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 4,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients.
In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.
Overview
Be the first point of contact for employee payroll-related inquiries. This role provides timely and accurate Tier 1 support by addressing routine questions and issues related to pay slips, payroll schedules, tax forms, time-off balances, and other standard payroll processes. The agent ensures a positive employee experience through professional communication, proper documentation, and effective use of payroll systems and knowledge resources. The successful candidate must be able to perform each of the following responsibilities satisfactorily.
Responsibilities
- Respond to payroll-related inquiries received via ticketing system, email, chat, or phone within defined service level agreements (SLAs). Assist employees with access to pay slips, tax forms, time-off balances, and payroll calendars.
- Provide Tier 1 support for issues related to direct deposit, basic payroll discrepancies, and general payroll policies.
- Escalate complex or unresolved cases to Tier 2 Payroll Specialists or appropriate stakeholders following established workflows.
- Document all interactions and resolutions accurately in the case management system.
- Monitor open cases and ensure timely follow-up and closure.
- Educate employees on self-service tools available in the payroll or HRIS platform.
- Support the maintenance and updates of payroll FAQs, knowledge base articles, and internal support materials.
- Collaborate with Payroll, HR, and IT teams to ensure consistent service delivery and issue resolution.
- Adhere to data privacy and security policies in handling confidential payroll information.
Qualifications
- High school diploma or equivalent required. Associate or bachelor’s degree in human resources, Business Administration, or related field is a plus.
- 1+ years of experience in a customer service or payroll support role, preferably within a shared services or HR environment.
- Advanced English (oral and written skills).
- Strong customer service orientation with excellent verbal and written communication skills.
- Ability to handle sensitive information with integrity and confidentiality.
- Familiarity with payroll concepts such as pay periods, tax forms, deductions, and direct deposit.
- Experience with HRIS or payroll systems (e.g., Workday, SAP, ADP, Oracle) is a strong advantage.
- Proficient in Microsoft Office Suite (Excel, Outlook, Word).
- Strong organizational skills with attention to detail and accuracy.
- Ability to prioritize tasks and work in a fast-paced, service-oriented environment.
