Key Responsibilities:
- Act promptly and effectively within prescribed service levels to ensure World Class Service delivery
- Receive and respond to daily inbound telephone/CRM inquiries from client employees and management with the goal of resolving the customer’s concern on the first contact
- Effectively utilize CRM tool to access individual employee account information, corporate client data and issues management
- Identify sensitive customer concerns and escalate to the Contact Center Leader, when necessary
- Make outbound calls to clients and other shared service providers internally at ADP or externally at client vendors (e.g., client benefits service centers)
- Document calls and issues in CRM tool
- Provide information to clients via CRM ticket and outbound email (e.g., forms)
Key Requirements:
- Good PC skills
- Excellent troubleshooting/ problem solving skills
- Excellent communication skills - verbal, listening and written
- Reliable attendance record
- Ability to prioritize and multi-task
- Minimum 1 year in a call center environment is preferred
- Good command of English and Cantonese language
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