Job Description
Job Title: Bilingual Customer Service Representative – Inbound (Voice + Chat Support)
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Process: ADP Canada – Small Business Payroll
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Location: Pune (Hybrid/In office)
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Experience: 2–5 years
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Shift: Rotational (aligned to Canada business hours)
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BRIEF DESCRIPTION OF ROLE:
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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.
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Key Responsibilities
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- Respond professionally and timely to clients regarding multiple products offering such as Payroll, Time and Labor management & HR.
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- Provide our clients with knowledge on Human Resources, Payroll, Time and Attendance, Trouble Shooting and Security Management.
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- Act as an internal expert for the employees for Comprehensive Services
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- Responds to & resolves all incoming telephone calls and/or email inquiries from clients; delivering the highest level of customer service within expected timelines
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- Document all inquiries into our CRM solution (Siebel).
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- Clearly communicate and educate employees on processes and procedures utilizing our knowledge base.
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- 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.
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- Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal AD
📌 Bilingual Customer Service Representative (Pune)
🏢 ADP
📍 Pune