Global HR Experience Specialist

We are seeking a Global HR Experience Specialist to join our Regional HRx team with a fixed-term 6 months contract. In this full-time role, you'll handle day-to-day communication with clients across the globe. As part of a high-growth company, you should thrive in a fast-paced environment, adapt to evolving software, and demonstrate resourcefulness. This role is ideal for an ambitious individual who enjoys tackling customer challenges and desires to make a positive impact. The successful candidate will have a zeal for international growth and employment matters and be empowered to take initiative in day-to-day tasks. This position provides insights into Velocity Global's business model and the unique models of our clients, along with the nuances of each country's employment law.

As a Global HRx Specialist, you'll support clients throughout the onboarding process of their supported employees, building positive relationships and advocating for standardization across markets. You'll become an expert in our Employer of Record service, collaborating cross-functionally to enhance systems and processes. Responsibilities also include managing the HRIS system and assisting customers with HR-related issues. Success in this role requires excellent communication skills, strong interpersonal abilities, and a solid understanding of employment law.

You Will:

• Own day-to-day client communications, including hosting client calls as the need arises to address client concerns ad hoc.
• Support Regional HRx Teams in employee onboarding, offboarding, and complex HR queries.
• Manage internal and external communication via our case management platform, including work pooling among team members.
• Monitor the progress of the designated countries' operations within the case management platform, escalating to the appropriate parties as needed.
• Co-responsible for the service satisfaction of our clients including reviewing past interactions, making recommendations, and actioning solutions to resolve any service-related concerns.
• Independently resolve customer-related concerns as the needs arise, including onboarding, benefits, etc.
• Communicate across multiple service lines internally to drive the flow of information.
• Evaluate data from multiple sources and present findings in clear and concise communication across teams and to end clients.
• Develop and maintain competency in the area of international employment and payroll.
• Drive customer satisfaction and retention with sincerity and passion, always with a customer service mindset.
• Auditing HR records and collaborating in data integrity activities.
• Ensure compliance with the local employment law in every process and notify proper points of contact of any rectification needs.
• Proactively reminding our customers of holidays and any other significant dates that might affect their schedule.
• Anticipate and identify potential issues, assist in the root cause analysis, and raise the issue with the concerned teams while ensuring proper resolution.

You Have:

• 3+ years in a customer service role, preferably within the HR sector
• Nice to have: Bachelor's degree or equivalent, preferably in International Business and/or Human Resources or equivalent
• Business proficiency in the English language. Additional language skills are a plus
• Research-oriented, exceptional organizational skills and attention to detail with the ability to quickly assimilate information
• Excellent presentation, verbal and written communication, listening, and consultative skills
• Technology-literate, including Microsoft Office suite and/or Google Workspace (former G Suite)
• Strong customer service and project management style
• Friendly and professional demeanor
• Conflict handling and resolution skills
• Drive, a strong work ethic, and a passion for creating unparalleled customer experiences… it should be in your bones!
• Interest in international business and contributing at a consistently high level
• Nice to have: previous experience working within HR Outsourcing projects or under the EOR model
• Nice to have: previous experience working through CRM systems