Customer Care Onboarding Specialist

hace 4 semanas

Bogota, Colombia Velocity Global A tiempo completo

***

We are currently looking to hire a Customer Care Onboarding Specialist to join our growing Global Delivery Center team. This team is a shared services division of Velocity Global, which provides 24/5 global support to our clients and internal functional teams.

Velocity Global is a high-growth International Professional Employment Organization (PEO) delivering high-touch international expansion services to our clients, where collaboration and communication are paramount. If you're seeking to make an impact with a team of professionals who take on the change as a challenge and strive to bring new ideas to life, this could be you.

**RESPONSIBILITIES**
- Provide high-quality service support to our global clients and different functional teams in collaboration with the Client Experience, Employee Experience, Payroll, Finance, IT, International Velocity Global teams, and local service providers across the globe.
- Responsible for new and repeat client onboardings, including troubleshooting issues related to invoicing, international payroll, and all other HR matters pertaining to the client onboardings.
- Ensure net new client-employee onboardings are completed in a timely manner, directly communicating with our clients, and employee experience teams to fulfill this process including the creation of onboarding calendars.
- Respond to all client questions, and invoice matters, and advise them on benefits, international payroll, expense reporting, and all other HR matters.
- Ensure client deliverables are completed on time and with the highest quality.
- Work closely with all stakeholders and develop good relationships across different functional teams ensuring client satisfaction.
- Manage amendments to contracts within company policies and agreed-upon hiring calendars.
- Effectively manage onboarding project issues and risks, escalate as needed, and create strategies for risk mitigation and contingency planning.
- Responsible for client maintenance to prevent service issues by taking the necessary measures to solve difficult situations with clients and employees during the onboarding process.
- Drive client satisfaction and retention with sincerity and passion, and approach troubleshooting as an opportunity to establish integrity and value.
- Prepare and coordinate the handover process to the team once the onboarding process has been completed.
- Keep the corresponding systems updated with the latest status of the onboarding process/steps completed.
- Work on ad-hoc & recurring projects and complete the projects on time and on budget.
- Continuous improvement of our service delivery model with improved documentation and process improvements.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor's degree or equivalent work experience required; Master's degree a plus
- Minimum of 3 years of experience in a Customer Services role or equivalent providing transactional and services support to clients.
- An experience in Client Account Management is preferable.
- Previous experience working with different ticket management systems.
- Business proficiency in the English language is required.
- Technology-literate, including Microsoft Office and Google Suite.
- Research-oriented, exceptional organizational skills, and attention to detail with the ability to quickly assimilate information.
- Excellent presentation, verbal and written communication, and listening skills.
- Strong consultative customer service and project management style.
- Strong work ethic and a passion for creating unparalleled customer experiences.
- Self-motivated with the ability to work in a fast-moving environment.
- Interest in and a passion for international business and contributing at a consistently high level.
- Foreign language skills are a plus

GO FARTHER WITH VELOCITY

At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.

ABOUT VELOCITY GLOBAL

At Velocity Global, our values represent who we are and the company we want to be. We harness the power of unity, diversity, and collaboration, drive for impact, and win as a team - bringing our unique talents together to achieve our common goals. In partnership with our customers and ourselves, we are better together, and together, we win.

Please refer to our present benefits offering here.

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