Voice - Client Service & Product Support @ ADP

Job Responsibilities

• Maintains customer relationship by responding to inquiries; both over the phone and via service requests and documenting actions.
• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer s understanding of information and answer.
• Records customer inquiries by documenting inquiry and response in customers accounts.
• Identify client pain points and suggest business process improvement ideas
• Updates job knowledge by participating in educational opportunities including team briefings and other trainings
• Follow up with customers where necessary and always keep promises
• Maintain great quality of service consistently and enable ADP to retain more clients
• Participate in org/ team level activities and help the team achieve its goals

Qualification and Skills

• Good Academic record
• Superior listening, verbal, and written communication skills
• Ability to converse with clients in a neutral accent
• Proficient in relevant computer applications
• 1-3 years of experience in an inbound international call center environment
• Knowledge of customer service practices and principles
• Ability to handle stressful situation appropriately
• Good logical reasoning and ability to formulate resolution for clients
• Ability to multitask and use various applications at the same time
• Good Arithmetic skills
• Fair knowledge of customer satisfaction surveys/ NPS
• Ability to work in a team environment