Job Title: Bilingual Customer Service Representative – Inbound (Voice + Chat Support)

Process: ADP Canada – Small Business Payroll

Location: Pune (Hybrid/On-site)

Experience: 2–5 years

Shift: Rotational (aligned to Canada business hours)

BRIEF DESCRIPTION OF ROLE:

In ADP Canada SBS Client Services, we build exceptional business solutions for our clients so they can focus on what matters most to them - growing their business. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team. We are hiring a Bilingual Customer Service Executive to support ADP Canada Small Business Payroll clients through inbound voice and chat channels.

The role involves assisting small business customers with payroll-related queries, ensuring compliance understanding, and delivering accurate, timely resolutions while maintaining a high level of customer satisfaction.

Key Responsibilities

- Respond professionally and timely to clients regarding multiple products offering such as Payroll, Time and Labor management & HR.
- Provide our clients with knowledge on Human Resources, Payroll, Time and Attendance, Trouble Shooting and Security Management.
- Act as an internal expert for the employees for Comprehensive Services
- Responds to & resolves all incoming telephone calls and/or email inquiries from clients; delivering the highest level of customer service within expected timelines
- Document all inquiries into our CRM solution (Siebel).




- Clearly communicate and educate employees on processes and procedures utilizing our knowledge base.
- Ensures proper, timely follow-up on assigned cases to ensure service level agreements and that the client experience is seamless, builds trust in ADP as a service provider.
- Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal ADP Team.
- Learns, understands, maintains and contributes to internal support processes.
- Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.
- Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.

TO SUCCEED IN THIS ROLE: Required skills & Qualifications

- 2-5 years’ of customer service/HR administrative experience
- Solid verbal and written communication skills
- Basic computer literacy (MS Office, CRM tools)
- Good typing speed and multitasking ability (handling chat + voice).
- Ability to collaborate & work effectively within cross functional teams
- Excellent time management skills & ability to meet deadlines
- Strong problem-solving techniques and the ability to learn new technologies
- Comfortable working in night shifts (Canada hours) and hybrid setup.
- English/French Bilingualism is Mandatory
- Prior experience in BPO / Customer Support (Voice & Chat).
- Knowledge/exposure to Canadian payroll or ADP platforms is a strong advantage.

📌 Bilingual Customer Service Representative - (English & French) (Pune)
🏢 ADP
📍 Pune