Employee Service Center Bilingual Representative

ADP

4.4

(608)

Montreal, Canada

Why you should apply for a job to ADP:

  • Ranked as one of the Best Companies for Women in 2022
  • 4.4/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 91% say women are treated fairly and equally to men
  • 93% would recommend this company to other women
  • 92% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.

    #6011432804232024

    Position summary

    hooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to the payroll teams, the employee call center representative (ECCR) 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). ECCR's are responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.

    A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We serve over 1 million clients in 140 countries with over 63,000 associates worldwide. Thanks to the talent, commitment, and authenticity of our ADP associates around the world, we've earned accolades from some of the industry's most respected thinkers for being one of the best places to work. To name a few, we have been recognized as a Greater Toronto's Top Employer 2024 by Mediacorp Canada and a Best Workplace for Innovators by Fast Company. Learn more about diversity, equity, and inclusion at ADP on our YouTube channel: http://adp.careers/DEI_Videos

    Ready to #MakeYourMark? Apply now!

    To learn more about careers in Client Service at ADP, visit:
    https://jobs.adp.com/locations/canada/teams-roles/client-service/

    What you'll do: Responsibilities

    • Respond professionally and timely to client employees regarding multiple products offering such as Payroll, Time and Labor management & HR.

    • Provide our clients with knowledge on Human Resources, Payroll, Time and Attendance, Trouble Shooting and Security Management.

    • Act as an internal expert for the employees for Comprehensive Services

    • Responds to & resolves all incoming telephone calls and/or email inquiries from clients; delivering the highest level of customer service within expected timelines

    • Document all inquiries into our CRM solution (Siebel).

    • Clearly communicate and educate employees on processes and procedures utilizing our knowledge base.

    • Ensures proper, timely follow-up on assigned cases to ensure service level agreements and that the client experience is seamless, builds trust in ADP as a service provider.

    • Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal ADP Team.

    • Learns, understands, maintains and contributes to internal support processes.

    • Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.

    • Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.

    **TO SUCCEED IN THIS ROLE:**Required Qualifications

    • 2 years' of customer service/HR administrative experience

    • ADP Product knowledge is an asset

    • Intermediate Internet and MS Office Skills (Word/Excel) required

    • Experience in a call center environment/ Client-facing environment

    • Excellent communication skills

    • Ability to collaborate & work effectively within cross functional teams

    • Excellent time management skills & ability to meet deadlines

    • Strong problem-solving techniques and the ability to learn new technologies

    • English/French Bilingualism is Mandatory

    *Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP's headquarters and international sites.

    BONUS POINTS FOR THESE: Preferred Qualifications

    • 3 years post-secondary education or equivalent in customer service/HR administrative experience.

    YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

    • Focus on your mental health and well-being. We take care of one another and offer support for your well-being... because healthy associates are happy ones.

    • Join a company committed to giving back and generating a lasting, positive impactupon the communities in which we work and live.

    • Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.

    • Innovate. Problem-solve. Shape the future of work with people you like.

    • Balance work and personal time. Flexibility to integrate work more easily in your everyday life

    • Go Global. With operations around the world, exciting new networking opportunities abound.

    • Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

    What are you waiting for? Apply now!

    Jobs.adp.ca

    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.

    Why you should apply for a job to ADP:

  • Ranked as one of the Best Companies for Women in 2022
  • 4.4/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 91% say women are treated fairly and equally to men
  • 93% would recommend this company to other women
  • 92% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.