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Interview question Q & A
我的问题
在足迹上看到你的帖子，现在确实找paryoll工作比accounting容易。
现在有个问题想请教，如果面试中问到接到unsavoury call to payroll，我如何handle？请问这个问题如何回答。
我的思路是，如果是接到这样的电话，很多情况是少付了员工工资了，应该冷静礼貌的询问员工资料eg名字，payroll no之类，查看payslip。如果是很明显的错误e.g. timesheet没有导入之类，就应该道歉，并且说明下次manual payrun的时间，让员工到时候查看。如果是不明显的错误（e.g. staff刚刚把原来作为第二份工作的换成第一份工作吗.这个情况在retail或者同时一个staff有多个payroll no的情况下比较常见）我是否应该先查出原因以后，再和staff沟通解决e.g.电话或者email？
Vivien的回答
when you go interview, you really need emphasis payroll is service role and all employee are our customer and we are dealing with very sensitive issues - people's money, when the pay was not correct, employees are getting angry and upset is very undestandable. patient is one of the important personality for payroll person.
Not always is payroll people who caused the error but we are the only people take the blame, how to
handle the frustrating and pressure is another important personality for payroll role.
When received the unhappy call or even very angry complain, first thing is listen to employee with patient , understand the situation and find out where is the real issue and what it caused, if it was really payroll error, sometimes what employee expected was not agreed with what the manager approved, sometimes miscommunciation.
Once found out the real issue, the second step is that finger out how to fix ASAP if it was the error then explain to the employee with the problem solving solution
Then the next step is find how to avoid the error happen again
When I attended the interview, for the similiar question, I will also conclude that in my whole payroll career, I can't promise I never make a mistake but what I can promise is I never make the same mistake twice, as I fully understand how important the accruate is critical to payroll person and employee, I will feel shame on myself first if the error is happened and i will definitely find out why it happened and how I can avoid it in the future. I can honestly say my accruacy is at very reasonable high level.
Hopefully those are helpful to you and feel free to contact me again. |
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非职业文人 (2009-8-12) big_beast 
楼主:vivien75
发表于 2012-9-1 10:39
