Client Service Specialist w/payroll

ADP; Milano; On-site; EUR 30,000 - 45,000; Full time

Job summary

Fairygodboss is seeking a Client Service Specialist in Milan to investigate and resolve complex client queries effectively. This role demands strong customer service skills, alongside a proactive approach to improving services and processes.

The ideal candidate will have strong experience in customer service and knowledge of payroll, ideally with some familiarity with ADP Payroll Products. The position provides an opportunity to contribute to significant service improvements and client satisfaction.

Qualifications

• Demonstrated strong customer service experience minimal expectations.
• Knowledge of payroll legislation and ADP Payroll Products is desirable.
• Ability to resolve complex client queries and requests effectively.

Responsibilities

• Investigate and solve complex client queries and requests.
• Communicate with clients to ensure satisfaction and keep them updated.
• Contribute to service and process improvements.

Skills

Microsoft Office (including Advanced Excel)

Excellent customer service skills

Strong data importing, extraction and report writing skills

Education

Strong customer service experience

Payroll / Time Experience

English (desirable)

Job description

Client Service Specialist

DEPARTMENT: Customer Service Outsourcing

LOCATION: ADP Italy

REPORTS TO: Cloud Service Manager

JOB PURPOSE: To investigate and solve complex client queries, issues and requests

KEY RESPONSIBILITIES

To ensure delivery of Stellar Service through:

• Resolving complex client queries, issues and requests to client satisfaction
• Ensure that product knowledge is kept up to date.
• Identifying and implementing service and process improvements

KEY DUTIES/TASKS

• Communicate with clients to ensure full and joint understanding of the query, issue or request; to keep the client updated on progress and ensure resolution fully meets their needs
• Take accountability for the successful resolution of complex and escalated client queries, issues and requests within the agreed timeframe and to the right standard
• Use the relevant systems (CRM) to log, update and track client requests through to satisfactory resolution.
• Contribute to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
• Implement the technical analysis for Technical Service Team
• Communicate to Technical Service Team all the product errors or ask for support about complex client queries
• Actively managing own knowledge and skills to meet task productivity and quality standards
• Identifying service, process and product improvements
• Assist with client user groups, internal workshops/focus groups
• Share own activities and best practices with the other members of team

SUPERVISORY RESPONSIBILITIES

• Will be expected to work under own initiative for day to day tasks in line with overall management guidance.
• Reports to the Cloud Service Manager and has no direct supervisory responsibilities but will be expected to manage project resources.

SKILLS AND KNOWLEDGE

Knowledge required:

• Microsoft Office (including Advanced Excel)
• Excellent customer service skills
• Excellent ADP Payroll Products knowledge (desirable)
• Strong data importing, extraction and report writing skills
• General ledger (desirable)
• Payroll legislation

Skills required

• Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors

Leadership Expectations

• Business Leadership: Creates and articulates a vision and inspires others to action. (Strategy and Planning- Results Accountability)
• People Leadership: Focuses on Impactful Communication and Relationship Building to develop internal and external relationships required for success.
• Market Leadership: Drives a performance based culture that engages associates to achieve excellence(Client focus - Outside in Perspective - Bias for grow).

EDUCATION AND EXPERIENCE

• Strong customer service experience
• Payroll / Time Experience
• English (desirable)

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. https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.