Job Description

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.

Learn more at www.stradaglobal.com

Position Summary

The Problem Resolution Associate – Customer Care serves as the initial point of contact for Human Resources Outsourcing (HRO) customers. This role handles inbound and outbound customer interactions to resolve routine to moderately complex inquiries and service requests while ensuring first-contact resolution and a positive customer experience.

Core Responsibilities

• Answer and greet customer calls professionally and courteously.
• Listen to customer concerns and demonstrate empathy.
• Clarify customer needs and resolve issues at first contact when possible.
• Document interactions accurately in customer systems.
• Collaborate with internal teams and escalate issues appropriately.
• Maintain working knowledge across service towers.

Minimum Requirements

• High School Diploma or GED
• No prior experience required
• Strong communication and customer service skills
• Ability to work in a structured, performance-based environment

Working Conditions

Office-based environment with routine computer and phone use. Occasional after-hours or weekend work may be required.

Physical Demands

Frequent sitting and use of office equipment. Occasional lifting up to 20 pounds.

Core Competencies

Communication Skills

• Active Listening: Ability to listen carefully to customers, understanding their issues and concerns.
• Clear and Concise Speech: Using clear language to explain solutions and instructions.
• Written Communication: Clear and effective writing skills for emails or chat support.
• Tone and Etiquette: Maintaining a professional, friendly, and empathetic tone always.

   Customer Service Orientation

• Empathy: Demonstrating understanding and patience, particularly when dealing with frustrated or upset customers.
• Patience: Remaining calm and composed during difficult or repetitive inquiries.
• Positive Attitude: Maintaining a positive outlook and approach even when dealing with challenging situations.
• Conflict Resolution: Ability to de-escalate tense situations and provide solutions or alternative options.

   Product/Service Knowledge

• Basic Product/Service Understanding: Familiarity with the company’s products, services, policies, and procedures to address customer queries.
• Technical Proficiency: Comfortable with basic troubleshooting for product or service issues (if applicable).
• Knowledge Updates: Ability to stay current on product/service updates and changes.

   Problem-Solving Skills

• Critical Thinking: Identifying customer issues quickly and accurately and providing solutions within a limited time.
• Decision-Making: Being able to make appropriate decisions within given guidelines to resolve issues.
• Resourcefulness: Knowing where to find the right information or who to escalate the issue to when required.

  Multitasking and Time Management

• Efficiency: Managing a high volume of calls while addressing each customer’s needs.
• Prioritization: Effectively determining the urgency of calls or tasks and addressing them in the appropriate order.
• Time Management: Managing call time and follow-up actions efficiently to maintain productivity.

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 P