Bilingual Customer Service Representative - (English & French)

Job Title: Bilingual Customer Service Representative – Inbound (Voice Chat Support) Process: ADP Canada – Small Business Payroll Location: Pune (Hybrid/On-site) Experience: 2–5 years Shift: Rotational (aligned to Canada business hours) BRIEF DESCRIPTION OF ROLE: 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. Key Responsibilities Respond professionally and timely to clients regarding multiple products offering such as Payroll, Time and Labor management & HR. Provide our clients with knowledge on Human Resources, Payroll, Time and Attendance, Trouble Shooting and Security Management. Act as an internal expert for the employees for Comprehensive Services Responds to & resolves all incoming telephone calls and/or email inquiries from clients; delivering the highest level of customer service within expected timelines Document all inquiries into our CRM solution (Siebel). Clearly communicate and educate employees on processes and procedures utilizing our knowledge base. 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. Identifies, recommends, or refers any issues or opportunities which arise from client queries to the appropriate internal ADP Team. Learns, understands, maintains and contributes to internal support processes. Proactively seek ways to provide a better service experience for clients, recommending enhancements to products and support processes. Provide feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. TO SUCCEED IN THIS ROLE: Required skills & Qualifications 2-5 years’ of customer service/HR administrative experience Strong verbal and written communication skills Basic computer literacy (MS Office, CRM tools) Good typing speed and multitasking ability (handling chat voice). Ability to collaborate & work effectively within cross functional teams Excellent time management skills & ability to meet deadlines Strong problem-solving techniques and the ability to learn new technologies Comfortable working in night shifts (Canada hours) and hybrid setup . English/French Bilingualism is Mandatory Prior experience in BPO / Customer Support (Voice & Chat). Knowledge/exposure to Canadian payroll or ADP platforms is a strong advantage.