Client Service Specialist Milano

Client Service Specialist
Milano
Lombardia, Milano

Client Service Specialist - temporary contract (maternity leave)DEPARTMENT: Customer Service OutsourcingLOCATION: ADP ItalyREPORTS TO: Cloud Service ManagerJOB PURPOSE: To investigate and solve complex client queries, issues and requestsKEY RESPONSIBILITIES:To ensure delivery of Stellar Service through:Resolving complex client queries, issues and requests to client satisfactionEnsure that product knowledge is kept up to date. Identifying and implementing service and process improvementsKEY 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 needsTake accountability for the successful resolution of complex and escalated client queries, issues and requests within the agreed timeframe and to the right standardUse 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 requestsImplement the technical analysis for Technical Service TeamCommunicate to Technical Service Team all the product errors or ask for support about complex client queriesActively managing own knowledge and skills to meet task productivity and quality standardsIdentifying service, process and product improvementsAssist with client user groups, internal workshops/focus groupsShare own activities and best practices with the other members of teamSUPERVISORY 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 skillsExcellent ADP Payroll Products knowledge (desirable)Strong data importing, extraction and report writing skillsGeneral ledger (desirable)Payroll legislationSkills required:Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual ContributorsEDUCATION AND EXPERIENCE:Strong customer service experiencePayroll / Time ExperienceEnglish (desirable) #J-18808-Ljbffr