Accounts Payable Accountant 2-Fin

As a Lead Analyst for the Customer Support Desk (APAC/EMEA) at our company, your role involves managing operational deliverables and ensuring quality ticket handling for the Customer Support Desk. Your primary objective is to resolve escalations and provide guidance on end-to-end resolution for queries received through OSvC and over the phone related to AP and TP. It is essential to align and contribute to overall team goals with regards to process and quality improvement initiatives. Key Responsibilities: - Stay current with process changes and provide training to team members on new processes. - Understand customer support operations and key performance metrics to ensure effective resolution of queries. - Collaborate with cross-functional teams to align customer support initiatives with overall business goals. - Identify training needs and deliver ongoing training on new products, services, and company policies. - Identify opportunities to streamline processes and improve customer service efficiency. - Analyze customer feedback to identify trends and implement necessary changes to enhance customer experience. - Collaborate with other departments to identify and resolve cross-functional issues impacting customer service. - Utilize reports to identify areas for improvement and track progress on customer service initiatives. - Provide process-related training to team members and ensure their proficiency in handling customer queries. - Experience in performing User Acceptance Testing (UAT) tasks and recording observations accurately. - Proficiency in using Excel, Word, and PowerPoint for effective communication and reporting. Qualifications Required: - Graduate Degree, preferably in Finance or Commerce. - Good communication skills in verbal and written communication are essential. - Strong analytical skills to assess and address customer queries effectively. - Superior customer focus and listening skills are prerequisites for this position.,