Job Description

The Canada SBS Client Services team supports clients with their payroll and post payroll needs. Clients are assisted via Inbound Voice Calls and Chat (Dual Chat) and an associate in this role will be responsible for resolution of client queries, taking ownership of client issues and driving great client experience.

• Excellent Verbal Communication Skills. The ideal candidate will be energetic and able to articulate their thoughts and ideas well. There should be no sentence structure nor grammatical issues and no mother tongue influence should be evident.
• Good logical reasoning and analytical skills. The ideal candidate will be able to perform required calculations to identify gross to net pay calculations including taxes and deductions and be able to assess any errors or discrepancies in payroll. Canadian Payroll knowledge is a plus, but not mandatory.
• Must have prior client facing experience where the candidate demonstrates ability to handle complex client queries, provides resolution and has a client experience obsessed mindset focused on making it effortless for clients
• The candidate must be comfortable with handling both Inbound Calls and Chat Support. Basis the needs of the business it may be required to switch from one channel of communication to another at times
• Candidate must have knowledge of Client Experience Metrics (TNPS or NPS or C-SAT or VOC or any form of client feedback received via a Survey response mechanism), Productivity (Calls / Chats handled), Average Handle Time, Aux and ACW Usage, Avoidance of Unplanned Absences.

##LI-DNI

The Canada SBS Client Services team supports clients with their payroll and post payroll needs. Clients are assisted via Inbound Voice Calls and Chat (Dual Chat) and an associate in this role will be responsible for resolution of client queries, taking ownership of client issues and driving great client experience.

• Excellent Verbal Communication Skills. The ideal candidate will be energetic and able to articulate their thoughts and ideas well. There should be no sentence structure nor grammatical issues and no mother tongue influence should be evident.
• Good logical reasoning and analytical skills. The ideal candidate will be able to perform required calculations to identify gross to net pay calculations including taxes and deductions and be able to assess any errors or discrepancies in payroll. Canadian Payroll knowledge is a plus, but not mandatory.
• Must have prior client facing experience where the candidate demonstrates ability to handle complex client queries, provides resolution and has a client experience obsessed mindset focused on making it effortless for clients
• The candidate must be comfortable with handling both Inbound Calls and Chat Support. Basis the needs of the business it may be required to switch from one channel of communication to another at times
• Candidate must have knowledge of Client Experience Metrics (TNPS or NPS or C-SAT or VOC or any form of client feedback received via a Survey response mechanism), Productivity (Calls / Chats handled), Average Handle Time, Aux and ACW Usage, Avoidance of Unplanned Absences.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP\'s culture and our full set of values.

ADP