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    Employee Service Center Bilingual Representative - Montreal, Canada - ADP

    ADP
    ADP Montreal, Canada

    3 weeks ago

    ADP background
    Not Specified Technology / Internet
    Description

    ADP is hiring an experienced Customer Service Representative. In this position, you'll help our clients leverage ADP's exceptional business solutions so they can focus on what matters most to them - growing their business.

    Unlock Your Career Potential: Human Resources at ADP. It's at the very core of what we do. Whether it's partnering with associates inside ADP or outside with our clients – you work across all HR disciplines – management, benefits, payroll, risk management and compliance – to deliver your human capital management expertise in an increasingly competitive global marketplace.

    POSITION SUMMARY

    Reporting to the Employee Service Center (ESC) Manager, the primary responsibility of this incumbent is to respond to employee inquiries, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to the payroll teams, the employee call center representative (ECCR) will be responsible to ensure issues are documented, classified and prioritized within the Client Relationship Management application (CRM).

    Service Quality is measured against a defined Service Level Agreement (SLA). ECCR's are responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner


    Responsibilities:

  • Respond professionally and timely to client employees regarding multiple products offering such as Payroll, Time and Labor management & HR.
  • Provide our clients with knowledge on Human Resources, Payroll, Time and Attendance, Trouble Shooting and Security Management.
  • Act as an internal expert for the employees for Comprehensive Services
  • Responds to & resolves all incoming telephone calls and/or email inquiries from clients; delivering the highest level of customer service within expected timelines
  • Document all inquiries into our CRM solution (Siebel).
  • Clearly communicate and educate employees on processes and procedures utilizing our knowledge base.
  • Ensures proper, timely follow-up on assigned cases to ensure service level agreements and that the client experience is seamless, builds trust in ADP as a service provider.
  • Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal ADP Team.
  • Learns, understands, maintains and contributes to internal support processes.
  • Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.
  • Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.

    • Qualifications:

  • 2 years' of customer service/HR administrative experience
  • ADP Product knowledge is an asset
  • Intermediate Internet and MS Office Skills (Word/Excel) required
  • Experience in a call center environment/ Client-facing environment
  • Excellent communication skills
  • Ability to collaborate & work effectively within cross functional teams
  • Excellent time management skills & ability to meet deadlines
  • English/French Bilingualism is Mandatory
  • Strong problem-solving techniques and the ability to learn new technologies

    • Education:

  • 3 years post-secondary education or equivalent in customer service/HR administrative experience.

    • About ADP:

    We power the working world with comprehensive solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE Magazine, and recognized by Forbes as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of business outsourcing and human capital management solutions world-wide.

    ADP is an Equal Opportunity Employer.

    NOTE TO APPLICANTS:

    Please note that any offer of employment will be subject to verification of employment background checks, including a criminal record check.

    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 to learn more about ADP's culture and our full set of values.

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