Strada Customer Service Expert

hace 2 semanas

Santa Marta, Magdalena, Colombia Strada A tiempo completo

Company Overview

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At Strada, we empower organizations globally with innovative payroll, human capital management, and financial management solutions. Our team of experts combines cutting-edge technology with human ingenuity to drive business success worldwide.

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About the Role

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We seek a highly skilled customer service professional to join our global support team. As a key contributor, you will ensure timely and accurate execution of customer services activities, adhering to agreed-upon calendar and KPIs. Your responsibilities may involve supporting customer services, statutory, and year-end reporting, as well as providing expertise on client queries and issues.

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Responsibilities:

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  • Independently perform customer service activities as per agreed calendar and KPIs.
  • Support statutory and year-end reporting to agreed calendars and KPIs.
  • Use expertise to advise upon client queries/issues and ensure strong understanding of country-specific legislation and tasks.
  • Support and knowledge transfer apprentices and/or associates on data management or customer service activities.
  • Ensure tickets and calls are responded within SLA timescales and to high standard.
  • Support system maintenance testing and liaise/transact with third parties.
  • SOC controls completed on time with necessary evidences.
  • Support and contribute to root cause analysis to ensure details are accurate and feasible preventative measures are suggested to limit reoccurrence.
  • Conduct knowledge transfer sessions and ensure audience has understood and can put into practice.
  • Maintenance of DWIs to ensure processes are up-to-date and reflective of service.
  • All system issues/defects reported correctly with tickets logged with necessary details/evidences for investigation.
  • Highlight to service manager any deviations from standard scope of service.
  • Ability to recognize and deal appropriately with sensitive/confidential information.
  • Contribute to team meetings and raise any issues immediately to service manager.
  • Build good relationships with internal stakeholders and keep them updated when needed.
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Requirements:

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  • 100% attainment of customer SLA agreements.
  • Demonstrate professionalism and act responsibly.
  • Adherence to all security and compliance procedures and quality standards.
  • Flexibility to support global and fast-paced environment.
  • Attention to detail.
  • Excellent Dutch written and verbal skills and good English skills.
  • Self-motivated and willingness to learn.
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Benefits

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We offer a competitive total rewards package, continuing education and training, and tremendous potential with a growing worldwide organization. This includes health coverage options, wellbeing and support programs, retirement plans, vacation and sick leave, maternity/paternity/adoption leave, and various voluntary benefit options. By joining us, you understand that your employment is contingent on undergoing and successfully completing a background check consistent with our employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

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Salary: We estimate the salary for this role to be approximately $70,000 - $90,000 per annum, depending on location and experience.

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Our Commitment to Diversity and Inclusion

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We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive.

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Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities, including but not limited to subsidiaries, partners, or purchasers of Strada business units.

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