Job Summary :
According to his / her mission, the associate has to manage all the required operational activities related to the technical support of the customers' payroll regulations.
Provide functional expertise to clients using the available solutions in accordance with the terms of the assistance agreement.
In this respect, he / she must carry out the following actions :
Legal and technical monitoring
Keep continuous update of the legal and technical evolution related to his / her field of activity
Analyse the request using the steps Assist - Advise Solve : analyse the request (payroll system / set up), the priority (critical / non-critical) for the customer's pay slips production
Provide assistance of the different offers and their evolution as an expert user
Possess the general French payroll knowledge in order to assist the customers during the payroll production
Solve customers' queries by providing the appropriate solution (sent via payroll system / e-Service tool)
Anticipate the possible issues the customers may encounter while implementing the proposed solution
Coordinate, plan and follow up :
Keep responsibility for the payroll system good functioning by managing the internal coordination between the services for Social Monitoring, Technical Support, Sales, R&D and Training
Plan his / her activity according to the calls indicators
Ensure the calls monitoring by filling the customer's contact details, the issue's description, the solution proposed via the Customer Service tool
Share the solved cases with the team and escalate to his / her manager the difficulties in order to anticipate the training needs or require the Technical support assistance
Participate to the internal training materials preparation
Validate the tickets and the tests on different modules
Share knowledge within the team and actively participate to the process improvement
Cultivate the service excellence for customers' satisfaction.
Reports & Performance Metrics
Outcome from internal and external audits.
Continuous improvement with proved efficiency results, based on feedback received from stake holders and TLs / GLs.
On time delivery
Knowledge and Skill Requirements
An understanding of the client's trade, business and organisation
Customer relationship management
Languages : French at minimum B2 level, English would be a plus.
Client portfolio management
Good interpersonal skills
Good oral and written communication skills
Analytical skills and an ability to summarise
Working within a team
Dynamic and responsive
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Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability.
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