Client Service Specialist - temporary contract (maternity leave)
DEPARTMENT: Customer Service Outsourcing
LOCATION: ADP Italy
REPORTS TO: Cloud Service Manager
JOB PURPOSE: To investigate and solve complex client queries, issues and requests
KEY RESPONSIBILITIES:
To ensure delivery of Stellar Service through:
• Resolving complex client queries, issues and requests to client satisfaction
• Ensure that product knowledge is kept up to date.
• Identifying and implementing service and process improvements
KEY DUTIES/TASKS:
• Communicate with clients to ensure full and joint understanding of the query, issue or request; to keep the client updated on progress and ensure resolution fully meets their needs
• Take accountability for the successful resolution of complex and escalated client queries, issues and requests within the agreed timeframe and to the right standard
• Use the relevant systems (CRM) to log, update and track client requests through to satisfactory resolution.
• Contribute to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
• Implement the technical analysis for Technical Service Team
• Communicate to Technical Service Team all the product errors or ask for support about complex client queries
• Actively managing own knowledge and skills to meet task productivity and quality
standards
• Identifying service, process and product improvements
• Assist with client user groups, internal workshops/focus groups
• Share own activities and best practices with the other members of team
SUPERVISORY RESPONSIBILITIES:
• Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
• Reports to the Cloud Service Manager and has no direct supervisory responsibilities but will be expected to manage project resources.
SKILLS AND KNOWLEDGE:
Knowledge required:
• Microsoft Office (including Advanced Excel)
• Excellent customer service skills
• Excellent ADP Payroll Products knowledge (desirable)
• Strong data importing, extraction and report writing skills
• General ledger (desirable)
• Payroll legislation
Skills required:
• Must be able to demonstrate the competencies as detailed in the Leadership
Expectations for Individual Contributors
Leadership Expectations:
• Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)
• People Leadership: Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.
• Market Leadership: Drives a performance based culture that engages associates to achieve excellence(Client focus - Outside in Perspective – Bias for grow).
EDUCATION AND EXPERIENCE:
• Strong customer service experience
• Payroll / Time Experience
• English (desirable)
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