Client Service Specialist
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)
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.