Payroll Client Support

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8df0z9

Payroll Client Support - 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
- 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 manage 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
- Microsoft Office (including Advanced Excel)
- Excellent customer service skills
- Excellent ADP Payroll Products knowledge (desirable)
- Strong data importing, extraction and repo

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8df0z9