## Job Responsibilities:(Description)
* Building strong working relationships with client contacts
* Resolving client queries, issues and requests to their satisfaction within agreed service levels
* Identifying, suggesting and implementing service, process and product improvements
* Managing case loads whilst being available to answer client phone queries
* Managing client expectations with regard to case resolution timescales
* Resolving inbound phone and email client queries, issues and requests in relation to the ADP Human Capital Management (HCM) applications to client satisfaction and meeting quality and delivery targets
* Contacting clients by phone and CRM system: to ensure full and joint understanding of the query, issue or request; to keep updated on progress and ensure resolution fully meets their needs
* Managing all ongoing cases through to conclusion
* Using telephony and CRM systems to log, update and track client queries, issues and requests to resolution.
* Document all activities /communication with customers and internal stakeholders to ensure that cases can be tracked for progress and analysis
* Escalating client queries, issues and requests that cannot be resolved after a full and thorough investigation has been completed and all possible solutions explored
* Contributing to root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
* Actively manage own knowledge and skills to meet task productivity and quality standards in addition to sharing with the rest of the client support team.
* Identifying service, process and product improvements
* Contributing to the implementation of service and process improvements
* Proactive contact to clients to offer additional help and support
* Attending client conference calls and meetings where appropriate
* Use and create knowledgebase articles in line with our best practice based on new product information, support incidents and/or common / critical issues
## Experience, Skills, Academic
* Excellent written and verbal communication skills with language neutrality
* Ability to analyse root cause of issue for client and translate into non-technical language
* Ability to multitask and organise a large volume of concurrent work in order to achieve productivity targets
* Ability to remain calm under pressure and deliver consistent and high quality service to clients
* Able to Flex communication style based on setting and purpose
* Analytical approach to problem solving and decision making.
* Able to quickly assimilate and retain new information
* Professionalism and conscientiousness
* Effective team player who is able to contribute to team culture and targets.
* Must be able to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors
* The ability to learn and apply basic concepts in new situations
*Requisition #:* 91469
*Job Title:* Client Support Specialist
*Country:* India
*State:* Tamil Nadu
*City:* Chennai
*Employment Status:* Full Time
*Job Category:* Client Service
*Area of Interest:* General Client Services
*Locations:* India, Chennai, TN