Rapidly resolving client queries in response to phone calls, CRM and emailsContinuously improving process and serviceTo solve complex client queries, issues and requests on T&A ADP applications and deliver all other related services accurately and on time.KEY RESPONSIBILITIES :To ensure delivery of excellent service through :Resolving client queries, issues and requests to client satisfaction within agreed service levelsIdentifying and implementing service, process and product improvementsManaging CRM and email case loads whilst being available to answer client phone queriesManaging client expectations with regard to case resolution timescalesEnsuring that product knowledge is kept up to date.Identifying and implementing service and process improvementsGuaranteeing full collaboration and team working with the rest of the Time Team and with his / her Team LeaderKEY 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.Resolving CRM, phone and email client queries, issues and requests in relation to the ADP’s applications to client satisfaction and meeting quality and delivery targetsEscalating client queries, issues and requests that cannot be resolved to 2nd line after full investigationUse the relevant systems (such as CRM) to log, update and track client requests.Take accountability for the successful resolution of client queries, issues and requests within the agreed timeframe and to the right standardContribute to root cause analysis and collaborating in implementing solutions to prevent reoccurrence of client queries, issues and requestsActively Managing own knowledge and skills to meet task productivity and quality standardsWorking in collaboration with Payroll Departments in order to guarantee the respect of the data quality provided and the service delivery on time.Process client data in line with departmental processes & proceduresIdentifying service, process and product improvementsMaintain knowledge of current ADP products and servicesCoaching new / junior colleagues to gain product and process knowledgeSUPERVISORY RESPONSIBILITIES :Will be expected to work under own initiative for day to day tasks in line with overall management guidance.Reports to the Time Manager and has no direct supervisory responsibilities but will be expected to manage project resources.SKILLS AND KNOWLEDGE :Knowledge requiredMicrosoft OfficeKnowledge of Time & Attendance legislationKnowledge payroll legislation appreciatedSkills required :Data importing, extraction and report writing skillsClient (internal and external) Relationship abilityExcellent knowledge of the T&A ADP tools and their parametrization rules; good knowledge of the formulas.Ability to analyze root cause of issue for client and translate into non technical languageAbility to organize a large volume of concurrent work in order to achieve productivity targetsAbility to remain calm under pressure and deliver consistent and high quality service to clientsAble to flex communication style based on setting and purposeAnalytical approach to problem solving and decision making.Able to quickly assimilate and retain new informationEffective team player who is able to contribute to team cultureProne to demonstrate the competencies as detailed in the Leadership Expectations for Individual ContributorsFlexible and responsive to changeBusiness 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 :Economic Studies (desirable)Knowledge of major CCNLExperience of working with a CRM toolGood communicator both verbally and writingAptitude in managing Client RelationshipMinimum of 4 years’ experience working in a bureau environment (hr department or CDL)
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