Représentant du centre de service Globalview, bilingue / Bilingual GV Service Center Representative

ADP • Dartmouth, NS

32d • Hybrid

About The Position

As a Bilingual Globalview Service Center Representative, you will be responsible for providing World Class Service to a designated group of client employees for payroll related enquiries. As a GlobalView Service Center Associate your responsibilities include responding to employee enquiries, using troubleshooting techniques to resolve issues and client service techniques to manage sensitive enquiries regarding payroll. For issues that require escalation to internal tiers or the client the Service Center Associate will be responsible to ensure issues are documented, classified and prioritized within the Client Relationship Management application (CRM). Service Quality is measured against a defined Service Level Agreement (SLA). The Service Center Associate is responsible to ensure adequate follow up to expedite the resolution of issues in a timely manner.

Requirements

• Effective communication skills, both written and verbal with superior telephone technique skills
• Required to be available to work US/Canadian holidays
• Minimum 1 year experience in a Contact Centre environment or equivalent within a similar customer service role
• Proven ability to multi-task, probe, analyze and problem-solve issues
• Extensive customer service experience with proven skills with conflict resolution
• Excellent systems navigation skills in a complex multi-program environment
• Knowledge of SAP and payroll is an asset
• Contact Centre hours are between 8:30am AST and 9pm AST
• The position is hybrid: 3 days in the office in Dartmouth and 2 days remote
• English/French Bilingualism is Mandatory

Nice To Haves

• University or college diploma is an asset
• Must be able to work a shift between the hours of 8:30am AST and 8pm AST Monday to Friday.

Responsibilities

• Act as an internal expert for the employees of a designated client base.
• Receive inbound calls and tickets from employees with the goal of resolving the enquiry/issue on the first contact.
• Effectively utilize SAP and internal ADP systems and tools to document, troubleshoot and resolve enquiries/issues.
• Monitor & track issues for updates to ensure effective issue resolution.
• Act promptly and effectively within prescribed service levels to ensure World Class Service delivery.
• Manage the customer relationship by effectively identifying sensitive employee concerns and escalating when necessary.
• Provide follow-up on issues in an effective and time sensitive manner.
• Make outbound calls to employees and other shared service providers internally at ADP as required.
• Contribute to assigned projects associated to client service and complete assigned tasks.
• Assist with HR/Payroll Practitioner calls and tickets as required.

Benefits

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree