mas bts client service client Support specialistADP

Employment Status
Full-Time
Position Description
At 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.
MISSION
The Client Support Specialist is responsible for supporting a client with research, education, set up and troubleshooting of Benefits, Talent and ACA administration within the ADP WorkforceNow platform, to ensure compliance to all State/Federal mandated regulations. Support is provided to clients through a variety of communication channels like Inbound/Outbound Calls, Chat, Email and through the case management system within ADP WorkforceNow.
BTS Client Service assists all MAS clients in all the market regions of the United States. BTS Client Service works closely with other MAS functions primarily with Payroll and Tech Services, sometimes with Workforce Management.
SCORECARD
In order to monitor quality as viewed by Clients, surveys are sent to a percentage of the Client base. Associates goal is to consistently generate promoter returns on these monthly surveys. Scores between 85 to 90%, while marginally acceptable are monitored for improvement. Scores below 80% are deemed not acceptable.
As a measure of productivity and case management skills, cases are tracked by date within the Siebel/CEH tool. Good performance is maintaining less than 10% of case work out of date range.
COMPETENCY
Exposure to benefits and talent & performance management preferred
Strong Customer Service skills.
Effective time management skills.
Strong communication (written and verbal) skills.
Demonstrated client conflict resolution.
Strong collaboration skills.
BASIC REQUIREMENTS/TECHNICAL SKILLS
Graduate of business disciplined preferred.
1- 3 years high volume, problem resolution, technical client services experience.
PC navigation skills.
US Payroll knowledge is a plus.
REPORTING
Direct to Team Leader.
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.
About ADP
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.
All Locations
Makati City, Metro Manila PHL-PH (Glorietta 2 Corporate Center, 6th Floor - 99970)
ADP

Makati City, Metro Manila
Permanent
Full-time