About The Company

ADP is a global leader in human capital management solutions, providing comprehensive payroll, HR, talent, time, and benefits administration services to organizations of all sizes. With a rich history of innovation and a commitment to excellence, ADP empowers businesses to streamline their operations, enhance employee engagement, and achieve their strategic goals. Operating in over 140 countries, ADP leverages cutting-edge technology and industry expertise to deliver reliable, scalable, and secure solutions that meet the evolving needs of the modern workforce.

About The Role

We are seeking a dedicated Bilingual Customer Service Representative to join our team supporting ADP Canada’s Small Business Payroll division. This role is pivotal in ensuring our small business clients receive exceptional service through inbound voice and chat channels. The ideal candidate will possess strong communication skills in both English and French, and have a passion for delivering solutions that enhance customer satisfaction.

The role involves assisting clients with payroll-related inquiries, guiding them through compliance requirements, and providing accurate, timely resolutions to their concerns. Working in a hybrid environment in Pune, the successful candidate will align their working hours with Canada’s business hours, including night shifts, to ensure seamless support for our clients across different time zones.

Qualifications The ideal candidate will have 2-5 years of experience in customer service or HR administration, demonstrating excellent communication and problem-solving skills. A strong command of both English and French is mandatory, with prior experience in BPO or customer support roles being highly advantageous.



Basic proficiency in computer tools such as MS Office and CRM platforms is required, along with a good typing speed and multitasking ability to handle voice and chat interactions simultaneously.

Candidates should possess effective time management skills, the ability to work collaboratively within cross-functional teams, and a willingness to adapt to new technologies and processes. Knowledge of Canadian payroll systems or familiarity with ADP platforms will be considered a strong plus.

Responsibilities

- Respond professionally and promptly to client inquiries across multiple product offerings, including Payroll, Time and Labor Management, and HR services.
- Provide clients with detailed information and guidance on Human Resources, Payroll, Time and Attendance, Troubleshooting, and Security Management.
- Act as an internal expert, supporting employees with comprehensive service solutions and ensuring accurate information dissemination.
- Handle incoming telephone calls and email inquiries, delivering high-quality customer service within established timelines.
- Accurately document all client interactions and inquiries into the CRM system (Siebel) to maintain detailed records.
- Communicate clearly and educate clients on processes and procedures using available knowledge bases and resources.
- Ensure timely follow-up on cases to meet service level agreements,



fostering trust and confidence in ADP’s services.
- Identify and escalate issues or opportunities for improvement to relevant internal teams for resolution.
- Maintain and contribute to internal support processes, continually seeking ways to enhance service quality.
- Proactively suggest improvements for products, support processes, and overall client experience.
- Provide feedback on products and procedures to support continuous improvement initiatives within the organization.

Benefits Joining ADP offers a comprehensive benefits package designed to support your well-being and professional growth. Employees enjoy competitive salaries, health insurance, and wellness programs. We also provide opportunities for continuous learning and development, including training sessions and career advancement pathways. Our hybrid work environment promotes work-life balance, and we foster a collaborative, inclusive culture that values diversity and innovation. Additionally, employees benefit from a supportive team setting, recognition programs, and the chance to work with cutting-edge payroll and HR technology solutions.

Equal Opportunity

ADP is committed to creating an inclusive and diverse workplace. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status. We believe in fostering an workplace where every individual can thrive, contribute, and grow professionally.

All qualified applicants will receive consideration for employment without regard to any protected characteristic, and we encourage candidates from all backgrounds to apply.

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