Helpline Support Client
Job Summary:
The Customer Support Specialist is the initial functional and technical point of contact for all inquiries (except for payroll-related matters) coming from HR Experts on customer side.
He/She assists and guides clients in the following main areas: HR processes, use of Experts and Internet applications provided by ADP, monitoring of production and monthly operations.
Scope of Responsibilities:
Broadly, the scope of responsibilities is as follows:
- Daily assisting and guiding clients to solve technical issues with BVRH/Digiposte/ADP-LINK offering (step-by step troubleshooting etc)
- Initiating and maintaining client contact in order to create the unblock technical misfunctioning.
- Measuring the impact and urgency of requests
- Prioritizing and logging all customer service requests and incidents
- Resolving customer technical inquiries by applying the solutions available in internal databases or properly escalating issues to appropriate TIER 2 internal teams
- Communicating/following up on the incident throughout the whole process and alerting the appropriate teams according to SLA
- Validating incident resolution with the client and internal teams
- Being responsible for an area of expertise and acting as liaison between client and Support teams.
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Knowledge and Skill Requirements:
- Mastery of fundamentals: Knowledge of the company, Offerings, Service Excellence and Compliance
- Operational Skills: Customer Relationship (mutual commitments, requirements analysis and action planning, HRIS & business processes),
- Technical skills: Excel, Word, Power Point
- Cross-functional skills: communication, workshop facilitation, time and priority management, office tools
- Fluent (C1) in French, English would be a plus
- Has the sense of service
- Masters customer relationship management - has a strong culture of customer experience and understands the importance of customer satisfaction
- Flexible mindset - is able to adapt his/her speech/actions to the audience
- Good listening and communication skills
- Pedagogical approach
- Integrity
- Possesses analytical skills and an ability to summarize
- Organized and rigorous
- Team player
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 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.