Bilingual Customer Service Representative - (English & French)

Job description

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.