Canada SMB Client Services Client Service Representative

ADP hiring for Canada SMB Client Services Client Service Representative jobs in Makati City Metro Manila, PH

RESPONSIBILITIES:  Answers inbound calls concerning payroll issues and document the same in CEH/Siebel.  Provides basic payroll troubleshooting and walkthroughs.  Analyzes client issues to determine if resolution can be provided on initial call or requires more time and engagement of an Offline team.  Collaborate and connect with other departments such as Finance, Delivery, CTS etc. as necessary in resolving client's concerns.  Dispatch the case to second line of support (CRC- Client Resolution Centre) or to the proper department if the requests involve high level programming.  Create and send to appropriate cases to Loyalty for client retention.  Send cases to Sales for clients requesting upgrades or additional business/product features.  When call volume is low, assists in resolving simple cases in CRC bins.  Attend trainings required by the BU i.e. Year End training; training on specific updates or new tools.  Maintains knowledge and proficiency of new Time and Labor Management products as they are launched.
Knowledge, Experience, and Skills Required:  Ability to communicate effectively in English.  Proven track record of delivering superior customer service.  Ability to work a flexible rotational shift that falls between 8:00am - 8:00pm EST M-F  Strong PC skills. Aptitude to learn new software applications and operating environments.  Excellent client communication, active listening and call management skills.  Analytical skills. Ability to identify trends and appropriate solutions  Demonstrated team player, detail oriented.

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