Customer Service Specialist

Job Description

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? Collaborate with external / internal clients to execute procurement operations such as, Catalog Management, Contract Enablement, Supplier Onboarding, End User and Supplier Support and Training. Develop and manage PES operations pipeline, continuous improvement initiatives and ensure procurement solutions are addressing related client metrics and Contented SLAs for designated service.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? Excellent Communication Skills MS Excel (Advanced Excel) Dashboards and Reporting Procurement and PTP experience Roles and Responsibilities: The Team lead will demonstrate the ability to support multiple projects, offer solutions and escalate issues and manage the enablement according to the project plan Drive content deployment for Contents and maintenance of content as well as management of content staging processes (includes collection, preparation, review, approval and publishing) Responsible for administration / maintenance of Contents for all categories and applicable suppliers Alignment and coordination with clients regarding Content content and ongoing content maintenance; educate and communicate clients with Content enablement process, requirements, timelines and readiness Act in the role of subject matter expert and provide guidance and direction regarding SAP Ariba/COUPA for downstream and upstream Content enablement activities; understand and convey the differences, types, importance and benefits of each to stakeholders Act as primary conduit for P2P Content enablement linked to the Client Team Work with Client Delivery to ensure that services are delivered in accordance with Contentual service level obligations Assist in troubleshooting and analysis of errors Reporting on status of enablement internally and to the clients Delivers high-quality, on-time implementation services on Content enablement and administration activities to clients utilizing the Ariba/Coupa Network and liaise with SPLs Responsible for creation of Content Enablement specific education materials and responsible to update the existing documents to capture process changes Qualifications Any Graduation