MAS Payroll Client Services is a client facing team of ~250+ highly motivated and successful associates. We provide best in class service to our MAS Core clients over the phone as well as in-product chat support. As we expand our portfolio, we are looking to onboard associates that are highly passionate and driven to achieve greater heights in their careers. We engage your unique talents and perspectives and we welcome your ideas on how to do things differently. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at MAS Payroll Client Services team.
Job Responsibilities
Handle client queries related to Payroll; both over the phone and chat when needed
Help clients to use our flagship product, WFN to run their Payroll, retrieve reports, client account maintenance and help them to be compliant with agencies
Educate clients to navigate through the product and get maximum value out of it
Prepare for customer inquiries by studying products, services, and customer service processes.
Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customers understanding of information and answer.
Records customer inquiries by documenting inquiry and response in customers accounts.
Identify client pain points and suggest business process improvement ideas
Update job knowledge by participating in educational opportunities including team briefings and other trainings
Follow up with customers where necessary and always keep promises
Maintain great quality of service consistently and enable ADP to retain more clients
Participate in org/ team level activities and help the team achieve its goals
Qualification and Skills
o Good Academic record
o Superior listening, verbal, and written communication skills
o Ability to converse with clients in a neutral accent
o Proficient in relevant computer applications
o 1-3 years of experience in an inbound international call center environment
o Knowledge of customer service practices and principles
o Ability to handle stressful situation appropriately
o Good logical reasoning and ability to formulate resolution for clients
o Ability to multitask and use various applications at the same time
o Good Arithmetic skills
o Fair knowledge of customer satisfaction surveys/ NPS
o Ability to work in a team environment ##LI-DNI
Qualifications
Qualification and Skills
o Good Academic record
o Superior listening, verbal, and written communication skills
o Ability to converse with clients in a neutral accent
o Proficient in relevant computer applications
o 1-3 years of experience in an inbound international call center environment
o Knowledge of customer service practices and principles
o Ability to handle stressful situation appropriately
o Good logical reasoning and ability to formulate resolution for clients
o Ability to multitask and use various applications at the same time
o Good Arithmetic skills
o Fair knowledge of customer satisfaction surveys/ NPS
o Ability to work in a team environment
