Customer Care Associate

We are looking for a Customer Care Associate (Tier 1 Support) to join our growing Global Delivery Center team. This team is a shared services division of Velocity Global, providing 24/5 support to our clients and internal teams. This full-time role focuses on delivering exceptional customer care, and providing high-quality service to clients. It offers an opportunity to engage with clients and enhance their experience through problem-solving and collaboration. This position is ideal for someone passionate about client support. This remote role reports to the Customer Care Manager.

You Will:

• Be the first point of contact for client inquiries, ensuring tier 1 support and issue resolution.
• Manage internal and external communication through the case management platform, collaborating with team members for efficient workflow.
• Resolve client issues, escalating to specialist teams as needed.
• Deliver high-quality service aligned with Service Level Agreements (SLAs).
• Update client tickets within the case management platform, ensuring prompt escalation when needed.
• Research client questions and scenarios, presenting clear solutions to both clients and company partners.
• Provide guidance on payroll, expenses, and HR-related queries.
• Analyze data from multiple sources to deliver concise insights to clients and teams.
• Collaborate across service lines to provide quick issue resolution.
• Enhance client satisfaction by reviewing past interactions, making recommendations, and implementing solutions to improve service.
• Update Velocity Global's internal knowledge management tools.
• Maintain expertise in international employment and payroll.
• Demonstrate flexibility to work rotational shifts, including early mornings, late evenings, and public holidays.

You Have:

• Bachelor's degree or equivalent certification.
• Minimum 1 year of experience in a customer service role or similar, providing transactional and service-based client support.
• Experience working across different time zones, ideally in a 24/5 support setup.
• Familiarity with ticket management systems and case-tracking tools.
• Proficiency in English (verbal and written).
• Tech-savvy, with experience using Microsoft Office, Google Suite, and other digital tools.
• Strong research, organizational, and problem-solving skills.
• A consultative, client-focused approach to communication.
• Experience with creating positive client experiences.
• Interest in international business and employment.

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