Client Support Specialist opening at Velocity Global

POSITION SUMMARY

We are currently looking to hire a Client Support 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.

This position is to be based in Bangalore, India as a hybrid worker, working onsite a few times each week. This full-time position will be responsible for “Customer Care” providing day-to-day support to our clients and provide on-time quality service to clients. This is a services role where the candidate has the opportunity to engage with the clients and improve client experience.

This position is well-suited for a particularly ambitious person who loves navigating client challenges and is attracted to making a positive impact at work. The right candidate has a relentless zeal to contribute and should have an affinity towards matters of international growth and employment. To be successful, the right candidate will be able to adapt to the ever-changing needs of the business and be empowered to take the initiative on day-to-day tasks. This role calls for someone who is truly “high velocity,” where resourcefulness is key to success. This individual will report to the Global Delivery Manager.

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

• Responsible for Tier 1 support and resolution for clients.
  • Manage internal and external communication via our case management platform including work pooling among team members.
  • Provide resolution of issues to clients, and escalate to specialist teams in a timely manner
• Provide high-quality service support to our global clients adhering to Service Level Agreements.
• Ensure all client tickets are tracked within the case management platform, escalating as needed to the appropriate parties.
• Research challenging questions and client scenarios and present solutions to clients and internal stakeholders.
• Independently resolve client-related concerns as the needs arise; including payroll and expense questions, HR questions etc.
• Evaluate data from multiple sources, and present findings in clear and concise communication across teams and to end clients.
• Communicate across multiple service lines internally to drive the flow of information and speedy resolution.
• Responsible for the service satisfaction of our clients including reviewing past interactions, making recommendations, actioning solutions to resolve any service related concerns.
• Diligently update and refresh Velocity Global’s internal knowledge management tools.
• Develop and maintain competency in the area of international employment and payroll.
• Flexibility to work in rotational shifts, starting early in the day or finishing late in the evening.

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/SKILLS

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 an equivalent certification.
• Minimum of 2 years’ of experience in a Customer Services role or equivalent providing transactional and services support to clients.
• Previous experience working across different time zones, preferably in a 24/5 setup.
• 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 international business and employment
• Foreign language skills are a plus