Bilingual Customer Service Representative - (English & French)

ADP · Pune city, India

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.