In this episode of 'It's About Payroll', hosts Brian Escobar and Walter William Duncan III discuss the importance of focusing on the impact of payroll operations on company employees. They also emphasize the significance of proactive communication, implementing feedback mechanisms, and continuously improving payroll processes. Further into the conversation, they highlight the impact of poor customer service on employees' job satisfaction and morale. The hosts then welcome Jeremy Mifsud, Head of Customer Success at Buddy - an HR and Payroll platform. Jeremy shares his transition into payroll, the fulfillment he finds in the role, and the emphasis Buddy puts on making employees' lives better. He also discusses the strategies Buddy uses to improve customer experience.
00:00 Introduction and Motivation
00:16 Welcome to the Payroll Podcast
00:39 The Importance of Customer Service in Payroll
01:22 Three Key Tips for Payroll Pros
09:46 Guest Introduction: Jeremy Mifsud
10:35 This episode is presented by TimeTrakGO
12:05 Jeremy's Journey into Payroll and Customer Service
17:29 The Impact of Attitude in Customer Service
18:24 Transition from Phone to Live Chat Support
21:27 Multilingual Background and Learning New Languages
21:54 The Unique Language of Malta
22:31 The Aging Payroll Industry and the Need for Young Professionals
23:43 How to Get Young People Excited About Payroll
23:58 The Impact of Payroll on People's Lives
26:19 The Importance of Employee Happiness
27:47 The Role of Cognitive Science in Customer Service
29:44 Career Path and the Move to Spain
32:21 Fun Game: This or That
36:01 Advice for Those Entering Payroll or Customer Service
37:11 Closing Remarks and Sign Off