Payroll Client Support

ADP; Milano; On-site; EUR 30,000 - 40,000; Part time

Job summary

Fairygodboss is looking for a Payroll Client Support to join their Customer Service Outsourcing team in Milan, Italy. This temporary contract focuses on addressing complex client queries and ensuring satisfaction. Ideal candidates will have strong customer service experience, familiarity with payroll products, and advanced Excel skills.

The role includes logging and resolving client issues, utilizing CRM systems, and contributing to service improvements. A commitment to diversity, equity, and inclusion is key in this role.

Qualifications

• Must demonstrate competencies in Leadership Expectations.
• Ability to manage project resources effectively.

Responsibilities

• Resolve complex client queries and ensure customer satisfaction.
• Communicate effectively with clients for full understanding.
• Log and track client requests through CRM until resolution.

Skills

Advanced Microsoft Excel

Customer service skills

ADP Payroll Products knowledge

Data importing and report writing skills

Understanding of payroll legislation

Education

Strong customer service experience

Payroll / Time Experience

English proficiency

Job description

Payroll Client Support - temporary contract (maternity leave)

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

• 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 manage 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

• 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.