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

nProcess: ADP Canada – Small Business Payroll

nLocation: Pune (Hybrid/In office)

nExperience: 2–5 years

nShift: Rotational (aligned to Canada business hours)

nBRIEF DESCRIPTION OF ROLE:

nIn 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.

nKey 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 ADP Team.
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- Learns, understands, maintains and contributes to internal support processes.
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- Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes.
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- Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
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nTO SUCCEED IN THIS ROLE: Required skills & Qualifications

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