Customer care service associate

Join us on a journey of endless possibilities
At Strada, possibility isn't just a promise – it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

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The Role
The function is the initial customer contact for our Human Resources Outsourcing (HRO) clients/employees/customers. This role communicates with client/employee/customers via ticket/cases and emails, for the purpose of benefit process procedure, report validation, and benefit calculation.

Responsibilities
Interact with clients/employees/customers in a courteous, friendly and professional manner using Strada's HR policies, procedures and/or practices

• Listen attentively to clients/employees/customers' need/concern and demonstrate empathy
• Prepare and provide accurate resolution within the provided timeline to the client/employee/customer via the ticketing system
• Handles and tracks incoming ticket/cases and emails
• Interacts with other departments and clients by e-mail
• Escalates requests to appropriate teams
• Builds up and maintains a relationship of confidence and mutual respect with clients
• Analyses and solves HR questions (policies, procedures, collective agreements etc.)
• Analyses and solves HR system questions (Benefits, Workforce Administration, Time, Organizational Management, Payroll etc.)
• Provides HRIS Navigation Support, analyses and solves questions
• Maintains Detailed Work Instructions, Job Aids and FAQ list
• Archives Documents in Employee Files
• Performs data entries with the use of our HR tools/platforms
• Communicate effectively with individuals/team to ensure high quality and timely expedition of requests.
• Effectively transfer misdirected clients/employees/customers requests to the appropriate party
• Contribute ideas on ways to resolve problems to better serve the clients/employees/customers and improve productivity
• Participate in activities designed to improve customer satisfaction and business performance.
• Maintain a broad knowledge of Strada's HR services (HR Administration, Talent Administration, Benefits Admnistration etc.)

Requirements

• 1-2 years relevant experience administering Payroll, Health & Welfare/Benefits or other HR Service in an HR consulting, HR Outsourcing or Corporate environment.
• Good HRIS knowledge: Workday, SAP, or PeopleSoft knowledge preferred
• A good understanding of external, client and internal compliance requirements
• Good Excel, PowerPoint, and Word skills
• A good understanding of how the available tools/systems enable the delivery of service excellence and the ability to use these tools and systems effectively and consistently
• An understanding of the scope of services and Key Performance Indicators (KPIs) that apply to own role
• The ability to follow STRADA HR Customer Service standards
• The ability to demonstrate excellent customer service/support skills
• The ability to demonstrate excellent written and oral communication skills
• Reasonably proficient in English language
• Bachelor degree or above

At Strada, Our Values Guide Everything We Do

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits
At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion
Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Disclaimer
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.