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.