Client Service Specialist W/Payroll Milano

Client Service Specialist W/Payroll
Milano
Lombardia, Milano

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:

To ensure delivery of Stellar Service through:

Resolving complex client queries, issues and requests to client satisfaction. Ensuring that product knowledge is kept up to date. Identifying and implementing service and process improvements. KEY DUTIES/TASKS: Communicate with clients to ensure full understanding of the query, issue or request; keep the client updated on progress and ensure resolution 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 implement solutions to prevent reoccurrence of client queries, issues and requests. Implement the technical analysis for Technical Service Team. Communicate to Technical Service Team all product errors or ask for support about complex client queries. Actively manage own knowledge and skills to meet task productivity and quality standards. Identify service, process and product improvements. Assist with client user groups, internal workshops/focus groups. Share activities and best practices with other team members. 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: Knowledge required: Microsoft Office (including Advanced Excel). Excellent customer service skills. Excellent ADP Payroll Products knowledge (desirable). Strong data importing, extraction and report writing skills. General ledger (desirable). Payroll legislation. Skills required:

Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors.

LEADERSHIP EXPECTATIONS: Business Leadership: Creates and articulates a vision and inspires others to action. 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. EDUCATION AND EXPERIENCE: Strong customer service experience. Payroll / Time Experience. English (desirable). 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.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.

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