NAS - TLM Solution Center (WFN Essential Time) HCM Service Consultant
ADP
Makati, Manila, PHL
6d ago

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.

Insightful Expertise is a core value at ADP. In National Account Services , it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions.

We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients.

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.

Technology at ADP. It’s the foundation of the products and services that have made us a world-wide leader in workforce solutions.

With us, you can combine technical skills and business acumen to effectively consult as well as solve technical challenges.

You have the opportunity to train on leading-edge technologies that continually redefine what’s possible in our industry.

The NAS Time and Labor Management Solution Center Representative (WFN Essential Time) is the primary contact for a designated number of clients providing service, product and technical expertise by use of service management tools such as Siebel CRM, and Microsoft Office to deliver exceptional service to National Account Clients.

  • Working in a team environment, an Analyst receives calls and emails from clients asking questions or needing assistance.
  • Typically receives 7-8 calls / cases inbound per day, and the rest of the day is for actively working on resolution of cases previously received and not closed.
  • Communicates with clients via outbound calls / scheduled meetings / conference calls to provide status of open cases or gather additional information to help troubleshoot an issue.
  • Required to provide effective and timely response to clients’ inquiries and concerns relating to ADP WFN Essential Time.
  • Take into account the clients’ level of product expertise and then adjust how service is delivered to ensure client satisfaction.
  • Recognize potential clients’ technical or non-technical issues, and then escalate to the correct department as appropriate in a timely manner based on established escalation process.
  • Expected to independently manage workload to ensure that case management timelines and communication with clients are met based on clients’ Service Level Agreement with ADP.
  • Perform other related duties as assigned.

  • Measured by client satisfaction, case ownership, resolution rate and quality.
  • REQUIREMENTS

  • Demonstrate experience in client support for technical software application.
  • Ability to effectively communicate with both internal and external partners.
  • Must have high level of responsibility to own clients’ issues and inquiries.
  • Solid technical foundation to provide support for any standard business application.
  • Minimum 1-year experience in logical troubleshooting, problem solving, and following established escalation process.
  • Ability to manage time and prioritize multiple client issues, inquiries, projects and scheduled meetings effectively.
  • Proficient in call handling.
  • Demonstrate the ability to work in a team environment and work under pressure and time constraints.
  • Preferred but not required : Bachelor's degree; Experience in payroll and / or time and labor management applications.
  • COMPETENCIES

  • Deliver world-class service and satisfaction to all clients internal, external, diverse and emerging.
  • Solve day-to-day problems that are inline with ADP’s mission, vision, and values.
  • Share ideas and information across multiple audiences to attend to business needs.
  • Simplify ways to help deliver results in a fast-paced and diverse environment.
  • Collaborate effectively with colleagues and clients to achieve and surpass shared goals.
  • Account self to the highest personal and professional standards.
  • 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.

    NAS - TLM Solution Center (WFN Essential Time) HCM Service Consultant (Listed)

    Explore our COVID-19 page https : / / to understand how ADP is approaching safety, travel, the hiring interview process, and more.

    Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP : ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.

    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.

    We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

    Ethics at ADP : ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws.

    We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.

    Click https : / / to learn more about ADP’s culture and our full set of values.

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