Globalview Associate Service Center Associate (Bilingual French)
ADP
Dartmouth, NS, Canada
7h ago

JOB TITLE : Globalview Associate Service Center Associate (Bilingual French)

HOURS :

Availability from 8 : 30am -6 : 30pm Monday - Friday

POSITION SUMMARY

As a member of the ADP GlobalView Americas Client Service Team the CSR is the first point of contact in a tiered Support Model.

The incumbent will be responsible for providing World Class Service to a designated group of client employees for payroll related enquiries.

As a GlobalView CSR your responsibilities include responding to employee enquiries, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll.

For issues that require escalation to internal tiers or the client the CSR 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). CSR's are responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.

RESPONSIBILITIES

  • Act as an internal expert for the employees of a designated client base.
  • Receive inbound calls and tickets from employees with the goal of resolving the enquiry / issue on the first contact.
  • Effectively utilize SAP and internal ADP systems and tools to document, troubleshoot and resolve enquiries / issues.
  • Monitor & track issues for updates to ensure effective issue resolution.
  • Act promptly and effectively within prescribed service levels to ensure World Class Service delivery.
  • Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary.
  • Provide follow-up on issues in an effective and time sensitive manner.
  • Make outbound calls to employees and other shared service providers internally at ADP as required.
  • Contribute to assigned projects associated to client service and complete assigned tasks.
  • Assist with HR / Payroll Practitioner calls and tickets as required.
  • Must be able to work an 8 hour shift between the hours of 8 : 30 am 6 : 30pm Monday, Thursday and Friday. Hours can be flexible but will be based on business needs.
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