Position Title: Client Services Consultant
Reporting Line: Managed Services Manager
Position Purpose
To provide optimal delivery of high quality payroll processing and support to internal and external clients of ADP as well as daily participation in Payline team and associated operational activities.
Key Responsibilities
Processing of allocated client payrolls
Provide inbound telephone support with key objective of 1st Call Resolution
Ensure all relevant issues and activities are entered into ADP's Client Information System (CIS) accurately
All threatened business to be logged in CIS as per department guidelines & escalated as per requirements to, Management and Team Leaders
Ensure client payroll processing schedules are updated and communicated to client as per the Non Negotiable Standards
Opportunities for extension business to be identified and acted upon or escalated to relevant departments as appropriate
Actively participate in department, team and company activities and initiatives e.g. Occupational Health and Safety, Service Excellence, Australian Customer Service Association, ongoing learning/training activities, team meetings and team building activities
Assist with projects and tasks as needed, e.g. client profitability, client pricing, client ageing, etc
Daily issue management and closure of technical issues
Adherence to all statutory requirements
Provide technical support and implementation of the Payline product to our clients, including by not limited to General Ledger, Leave Reworks, On-Line Term Pay Calculations
Achievement of Payline & individual KPIs in line with department KPIs and goals
Promptly resolve client issues and/or escalate matter as required
Other payroll related tasks as requested
Client training as required
Work flexible hours when required.
Experience
Minimum 18 months Call Centre/Helpdesk experience
Experience with MS Office Suite (Word, Excel, Outlook etc)
Payroll/customer service experience highly regarded.
Demonstrated effective communication to both clients and internal staff (written and verbal)
Commitment to delivering World Class Service
Ability to work under pressure of time constraints with ability prioritise client issues
Effective oral and written communication skills required
Must be able to work flexible hours
Collaboration as part of a team
Displaying excellent phone standards and prompt issue resolution.
A little about ADP:We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise.
We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging.
We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
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.
Click life-at-adp/ to learn more about ADP's culture and our full set of values.
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