Support Client Spécialiste
Req Number: 6011549307012024
Category: Client Service
Posted Date: July 5, 2024
Category: Client Service
Posted Date: July 5, 2024
Work Location(s): Tunis, Tunis, TN
The Customer Support Specialist is the initial functional and technical point of contact for all inquiries (except for payroll-related matters) coming from HR Experts on customer side.
He/She assists and guides clients in the following main areas: HR processes, use of Experts and Internet applications provided by ADP, monitoring of production and monthly operations.
Scope of Responsibilities:
Broadly, the scope of responsibilities is as follows:
- Daily assisting and guiding clients to solve technical issues with BVRH/Digiposte/ADP-LINK offering (step-by step troubleshooting etc)
- Initiating and maintaining client contact in order to create the unblock technical misfunctioning.
- Measuring the impact and urgency of requests
- Prioritizing and logging all customer service requests and incidents
- Resolving customer technical inquiries by applying the solutions available in internal databases or properly escalating issues to appropriate TIER 2 internal teams
- Communicating/following up on the incident throughout the whole process and alerting the appropriate teams according to SLA
- Validating incident resolution with the client and internal teams
- Being responsible for an area of expertise and acting as liaison between client and Support teams.
Knowledge and Skill Requirements:
- Mastery of fundamentals: Knowledge of the company, Offerings, Service Excellence and Compliance
- Operational Skills: Customer Relationship (mutual commitments, requirements analysis and action planning, HRIS & business processes),
- Technical skills: Excel, Word, Power Point
- Cross-functional skills: communication, workshop facilitation, time and priority management, office tools
- Fluent (C1) in English
- Has the sense of service
- Masters customer relationship management – has a strong culture of customer experience and understands the importance of customer satisfaction
- Flexible mindset – is able to adapt his/her speech/actions to the audience
- Good listening and communication skills
- Pedagogical approach
- Integrity
- Possesses analytical skills and an ability to summarize
- Organized and rigorous
- Team player
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
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It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.
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At ADP, we believe that our diversity fuels innovation and benefits our associates, clients, and communities. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, or protected veteran status and will not be discriminated against on the basis of disability.
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