Cs Technical Support Milano

Cs Technical Support
Milano
Lombardia, Milano

KEY RESPONSIBILITIES**:

To ensure delivery of Stellar Service through:

- 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 (such as CRM, telephony and Savvion) 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

- Actively managing own knowledge and skills to meet task productivity and quality standards

- Coaching colleagues to gain product and process knowledge

- Identifying service, process and product improvements

- Perform other duties as required and as business dictates.

**SUPERVISORY RESPONSIBILITIES**:

- Will be expected to work under own initiative for day to day tasks in line with overall management guidance.

- Reports to the Budget 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)

- Strong data importing, extraction and report writing skills

- Budgeting processes (Budget, Forecast) knowledge

- Accounting and Labor cost linked to Payroll matters appreciated

Skills required:

- Excellent customer service skills

- 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.

(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**:

- English appreciated

- Strong customer service experience

- Accounting & Budgeting Consulting experience preferred

- Payroll experience appreciated

LI-SL3

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.

Our goal is to impact lasting change through our actions.

Together, we unite for equality and equity.

ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability.

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.