ManilaAt ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
Insightful Expertise is a core value at ADP. In National Account Services, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. 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.
Client support at ADP. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.
The NAS SaSS Representative provides guidance and research in response to a wide variety of questions and issues presented by HR, Hiring Managers, candidates, and third-party vendors. Associates in these roles will use multiple tools and resources in order to develop an accurate and comprehensive response to inquiries. In these roles, they will also interface with multiple ADP business partners such as Payroll and Benefits. The role also requires the ability to interface and collaborate with third-party vendors on a resolution to support a seamless interaction for our clients utilizing multiple applications. As associates move up through the job family, they will be required to work more independently, handle more complex calls, specialize in a given subject area, and assist less-experienced representatives. At the most senior level, the representative will be required to act as back-up to the Manager and/or Team Lead. Delivers services within call center benchmarks as established by Client Services management.
Respond to questions from clients, hiring managers, candidates, and third parties regarding multiple product offerings such as ADP SASS and I9. Ensure client satisfaction meets ADP's expectations by handling queries effectively and within the timeframe. The clients may be pooled or dedicated. If dedicated, the expectation is to have a high touch relationship with the client. (40%)
Responsibilities include navigation and support of applications as well as increasing knowledge of ADP SASS and I9. (10%)
Document all inquiries into CRM and ensure that you have the SME knowledge to support your product including integration knowledge, implementation knowledge and enhancement knowledge. (10%)
Clearly communicate and educate clients, hiring managers, and candidates on compliant processes and best practices utilizing knowledge base in a manner that is easily understood. (10%)
Import, Audit, update and align client data to ensure accuracy of information upon request of a client, a verification query, a migration activity or an implementation. Update client/candidate data into appropriate application. (10%)
Partner with other business units across ADP to provide a seamless experience for our clients, hiring managers, and candidates. Interface regularly with ADP business partners to ensure that client expectations are met for example: Service Representatives of other ADP product lines. (5%)
Make outbound calls or other appropriate follow-up processes to clients, hiring managers, and candidates for a follow-up to inquiries and articulate resolutions when appropriate. (5%)
Manages daily activities such as but not limited to: responding to client calls, responding to client emails, auditing, complete historical processes, etc. to ensure delivery of optimal service, client satisfaction, retention, and profitability. Communicate changes effectively with internal and external partners (5%)
Performs other related duties as assigned. (5%)
REQUIREMENTS
Fresh Graduates are highly encouraged to apply.
Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor's Degree, any field
At least 6 months to 1 year KPO/Shared Services/HR-related service center experience, general office, customer service and/or data entry experience is a plus
Above average verbal and written communications skills, analytical and problem-solving skills.
Preferably with experience in using MS Office applications
Proven experience using the telephone in a high volume environment.
Basic knowledge of math, ability to work with numbers.
COMPETENCIES
Delivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.
Solving day-to-day problems that are in line with ADP's mission, vision, and values.
Shares ideas and information across multiple audiences to drive the business need.
Acting in ways that help delivers results in a fast-pace and diverse environment.
Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
Holding self and other to the highest personal and professional standards.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.
We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE® Magazine, and recognized by DiversityInc® as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
