Global Payroll Support Specialist
hace 4 semanas
ADP is seeking a highly skilled Global Payroll Support Specialist to join our team. As a key member of our support team, you will be responsible for providing world-class service to our clients and their employees, handling payroll and related inquiries, and ensuring timely resolution of issues.
We are driven by your success and engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way.
Responsibilities:
- Respond to customer inquiries via telephone and tickets, utilizing our GV application and other internal resources to document, troubleshoot, and resolve issues.
- Leverage expanded knowledge to service a broader scope of clients and countries, demonstrating and applying overall expansion of skill sets and knowledge base.
- Monitor and track issues for updates and follow-up to ensure timely resolution and meet Service Level objectives and customer expectations.
- Communicate any known or potential call impacting or client impacting issues or trends to management and/or the rest of the team.
- Make outbound calls to other shared service providers or colleagues internally and externally as required to collaborate and confer.
- Develop and deliver new hire and other training on specific payroll-related topics and specific client culture and demographics.
- Act as Point of Contact for specific clients and manage their internal FAQs, deliver client updates, and sit in on weekly contact center meetings and other meetings as applicable.
- Provide day-to-day training, guidance, support, technical/knowledge assistance, and mentoring of team members to help support customers and develop individual skills while increasing team performance.
- Adhere to work schedule to ensure breaks, lunches, and off-phone time is properly and effectively controlled and tracked.
- Contribute to assigned projects associated with client services as delegated by manager.
- Handle escalated client calls, tickets, and issues.
- Assist manager in overseeing and supporting day-to-day activities of the team.
- Identify, recommend, and implement process improvement methodologies that strengthen service delivery.
- Provide supplemental coaching/one-on-one support to associates.
Qualifications:
- 1-3 years of directly related experience
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