Client Support Specialist - International Voice Process

About the Role

ADP Private Limited invites applications for the position of Client Support Specialist to serve international clients through voice communications. This opportunity suits professionals possessing 2 to 7 years of pertinent experience, proficient in delivering exceptional customer service to clients in markets such as the US, UK, and Australia. The role demands articulate communication, empathy, and the ability to maintain professionalism in every interaction.

Key Responsibilities

• Act as the primary liaison for global clients from regions including US, UK, and Australia through voice calls.
• Handle both inbound and outbound calls with clarity and professionalism.
• Accurately interpret client needs and provide prompt, effective solutions.
• Maintain excellent customer satisfaction levels by delivering high-quality service.
• Establish and nurture solid relationships with clients through consistent communication.
• Record all client interactions and document updates within CRM platforms.
• Consistently achieve or surpass performance goals such as average handling time, first contact resolution, customer satisfaction scores, and quality assessments.
• Spot and suggest process enhancements or opportunities for additional sales where applicable.
• Promptly escalate unresolved or critical issues to designated departments.

Qualifications and Skills

• Graduation in any field is required.
• Mandatory experience ranging from two to seven years in international voice or client-facing roles.
• Exceptional spoken English proficiency with a neutral or global accent.
• Proven capabilities in client communication and interpersonal engagement.
• Competence in managing challenging conversations professionally and with composure.
• Strong listening skills coupled with effective problem-solving techniques.
• Availability and flexibility to work in shifts, including night and rotational schedules.

Preferred Attributes

• Prior experience dealing with customers from US, UK, and Australian regions.
• Background in customer support, delivery services, or account management is advantageous.
• Experience in sales or cross-selling is beneficial, especially in blended service setups.
• Ability to efficiently handle a high volume of calls and perform multitasking duties.

Additional Information

ADP Private Limited is a global leader in HR technology, recognized for its commitment to diversity, equity, and inclusion. The company's culture emphasizes innovation, inclusivity, and belonging, with a dedication toward creating equitable employment opportunities.