Velocity Global Recruitment For Position of Customer Care Associate | Work From Home
About Role and Company:
Velocity Global stands at the forefront of global workforce management, offering a seamless, tech-driven, and customer-centric approach to help businesses thrive in an increasingly complex international landscape. By leveraging cutting-edge technology and unparalleled customer service, Velocity Global simplifies the challenges of managing a global workforce, enabling companies to operate efficiently across borders, roles, and employment types.
With its innovative solutions, businesses can confidently expand into new markets without the burden of establishing local entities. Velocity Global’s AI-powered Workforce Technology platform streamlines hiring, payroll, and workforce management in over 185 countries, ensuring compliance, scalability, and operational excellence. This empowers organizations to focus on growth and delivering impactful results while staying ahead of the competition.
As part of its commitment to excellence, Velocity Global is seeking a dedicated Customer Care Associate (Tier 1 Support) to join its Global Delivery Center team. This shared services division plays a pivotal role in providing round-the-clock support to both clients and internal teams, ensuring smooth operations and exceptional service delivery. The Customer Care Associate will be responsible for delivering top-tier customer support, addressing client inquiries, resolving issues, and enhancing the overall client experience through effective problem-solving and collaboration. This full-time, remote position is perfect for individuals who are passionate about client support and thrive in dynamic, fast-paced environments.
The ideal candidate will possess strong communication skills, a customer-first mindset, and the ability to navigate complex situations with professionalism and efficiency. Reporting directly to the Customer Care Manager, this role offers a unique opportunity to contribute to a globally recognized organization while developing valuable skills in client relations and global workforce management. By joining Velocity Global, you become part of a team that values innovation, collaboration, and a commitment to helping businesses achieve their goals on a global scale. If you are eager to make a meaningful impact and grow your career in a supportive, forward-thinking environment, this role is your gateway to a rewarding professional journey.
Job Description:
- As a Customer Care Associate at Velocity Global, you will serve as the primary point of contact for client inquiries, delivering Tier 1 support and ensuring timely resolution of issues.
- Your role will involve managing both internal and external communications through the case management platform, fostering collaboration with team members to maintain an efficient workflow.
- You will be responsible for addressing client concerns, resolving them promptly, and escalating complex cases to specialist teams when necessary.
- A key aspect of this position is delivering exceptional service that aligns with established Service Level Agreements (SLAs), ensuring clients receive consistent, high-quality support.
- You will actively update client tickets within the case management platform, ensuring accurate documentation and timely escalation of issues that require further attention.
- By researching client questions and scenarios, you will provide clear, actionable solutions to both clients and internal partners. Your expertise will extend to guiding clients on payroll, expenses, and HR-related inquiries, offering valuable insights to address their needs.
- Additionally, you will analyze data from various sources to provide concise, actionable insights to clients and internal teams, enabling informed decision-making.
- Collaboration is at the heart of this role, as you will work closely with cross-functional service lines to ensure swift and effective issue resolution. To enhance client satisfaction, you will review past interactions, identify areas for improvement, and implement solutions that elevate the overall service experience.
- You will also contribute to the continuous improvement of Velocity Global’s internal knowledge management tools, ensuring they remain up-to-date and relevant.
- Maintaining expertise in international employment and payroll regulations is essential, as is the ability to adapt to a dynamic, fast-paced environment.
- This role requires flexibility, as you may need to work rotational shifts, including early mornings, late evenings, and public holidays, to support Velocity Global’s global operations.
- By joining this team, you will play a vital role in delivering exceptional client experiences while contributing to the success of a globally recognized organization.
Job Overview:
- Position: Customer Care Associate
- Employment Type: Work from home
- Education Required: Bachelor's Degree
- Experience Required: Minimum 1 year experience.
- Duration: Permanent
- Compensation: Up to 28k Per Month (Expected)
- Job Location: Remote, India.
- To excel in the role of Customer Care Associate at Velocity Global, candidates should possess a Bachelor’s degree or an equivalent certification, demonstrating a solid educational foundation.
- A minimum of one year of experience in a customer service role or a similar position is required, with a focus on providing transactional and service-based client support. Experience working across different time zones is highly desirable, particularly in a 24/5 support environment, as this role involves catering to a global clientele.
- Familiarity with ticket management systems and case-tracking tools is essential, as these platforms are integral to managing client inquiries and ensuring efficient workflow.
- Proficiency in English, both verbal and written, is a must, as effective communication is central to delivering exceptional client support. Candidates should be tech-savvy, with hands-on experience using Microsoft Office, Google Suite, and other digital tools to streamline tasks and enhance productivity.
- Strong research, organizational, and problem-solving skills are critical, enabling you to address client needs promptly and effectively. A consultative, client-focused approach to communication is key, as it helps build trust and fosters positive relationships with clients.
- Experience in creating and maintaining positive client experiences is highly valued, as this role requires a commitment to delivering high-quality service that aligns with client expectations. Additionally, a genuine interest in international business and employment practices will be advantageous, given Velocity Global’s focus on global workforce management.
- By combining these qualifications with a proactive attitude and a passion for client support, you will be well-equipped to thrive in this dynamic and rewarding role.
- Bachelor's Degree.
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