Payroll Client Support

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8f9mb2

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 report

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8f9mb2