Client Facing - Voice Process

adpinternalcareers; India; On-site; INR 600,000 - 900,000; Full time

Job summary

ADP is seeking a capable professional in India to join a team delivering international voice support. You will ensure best-in-class client interactions and apply process improvements to enhance service quality across time zones.

The role requires 3–8 years of experience, strong MS Office skills, and the ability to align with US business hours. Immediate joiners and a focus on client outcomes are valued.

Qualifications

• Excellent communication skills required.
• 3 to 8 years of experience in International Inbound/Outbound voice support.
• Strong understanding of voice KPIs: Productivity, Quality, AHT, C-SAT, NPS, ACR.
• Immediate joiner preferred.
• Willingness to work in US time zones.
• Proficient in MS Office, Outlook, etc.
• Strong client service and active listening skills.
• Ability to prioritize and manage tasks within deadlines.
• Intrinsic motivation for quality and independent thinking.
• Adaptability to changing environments and adherence to quality standards.
• Use knowledge of Business Process Improvement to enhance client service.
• Serve as subject matter expert for inbound/outbound calls and routine queries.

Responsibilities

• Ensure every client interaction is a best-in-class experience.
• Leverage top training programs to maximize client value from our products.

Skills

Communication

Voice support

KPIs (Productivity, Quality, AHT)

Time-zone flexibility

MS Office

Client service

Organizational skills

Independent thinker

Quality adherence

Process improvement

Query handling

Education

Bachelor's / Any Graduate

Tools

MS Office

Outlook

Job description

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 peoplemake all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years.

Responsibilities:

In this position, you’ll join a team of rock star professionals who are responsible for ensuring every client interaction is a best-in-class experience. You’ll combine a passion for service and discovering innovative solutions with our top-ranked training programs to help clients enjoy every drop of value within our products.

Requirements:

• Must to have excellent communication skills
• Most to have 3 to 8 years of experience in International Inbound/Outbound voice support
• Should have strong understanding Voice KPIs like Productivity, Quality, AHT, C-SAT, NPS, ACR etc.
• Should be an immediate joiner
• Should be open to work in US time zone
• Should have good knowledge of MS office, outlook etc.
• Strong client service skills and active listening skills
• Capacity to prioritize and complete tasks and project work within assigned timelines
• Ability to organize, prioritize & manage work tasks and follow up in a timely manner
• Independent thinker who is highly motivated and possesses an intrinsic passion for quality
• Ability to work in a constantly changing environment and consistently achieve quality standards
• Use your knowledge of Business Process Improvement to drive improvements to the way we service our clients
• Serve as subject matter expert in answer inbound/outbound calls and handle routine client requests/queries with utmost care
• Willingness to work on different time zones

Qualification:

• Bachelor's / Any Graduate (Preferred)