Client Service Specialist - temporary contract (maternity leave) DEPARTMENT: Customer Service Outsourcing
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 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 ADP Payroll Products knowledge (desirable).Strong data importing, extraction and report writing skills.Payroll legislation.Skills required: Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors.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 growth).EDUCATION AND EXPERIENCE: Payroll / Time Experience.
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