Specialist Customer Process & Support

Role Purpose

Manage customer calls/emails by providing support for the Companies financial systems and approved information technology releases and products Ensures problem resolution and or escalation for all related calls/emails in an accurate and timely fashion Provide support and maintenance of the Users Security on banking, Clarity, PeopleSoft, Ariba, Smart-pay Performing various key, routine activities and supports during Month ends Follow appropriate accounting policies and procedures in accordance with Service Level Agreements

Key Accountabilities

• Receive incoming inquires from internal and external customers regarding financial transactions, information technology, banking, Clarity, PeopleSoft, Ariba, Smart-pay user access administration Ensures inquiries are responded to within SLA guidelines
• Give consistent customer service delivery Build customer confidence in the level of service provided Meet the ongoing needs and expectations of our customers
• Extended support during the Month ends and any Projects which prevail for Business needs or any process improvements
• Research and resolve system or security related issues & escalate them to other process areas for problem resolving
• Maintain a consistent, high quality customer-focused orientation Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided Respond to individuals in manner and time frame promised or follow-up to explain status Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions
• Maintain reports/trend analysis for the process Required to maintain and update the training documents
• Ensure documents are loaded onto Merlin promptly
• Need to be trained in all regions
• Need to be SME for any new/existing project or area within CPS
• Should be able to work with minimal supervision
• Should have sound Process Knowledge
• Completes other responsibilities as assigned

Key Skills & Experiences

Education –

B Commerce Graduate or Post Graduate

Experience –

24 to 72 months of work experience preferred in the relevant domain

Deadline driven

Technical Skills and Knowledge –

• Understanding of ERP like PeopleSoft, preferred
• Flexibility & ready to work in 24*5 working environment
• Demonstrated basic understanding of accounting fundamentals and principles
• Demonstrates clear, concise and succinct communication skills including adapting both verbal and written communication to the needs and level of the user
• Knowledge of Microsoft Office
• Track record in providing outstanding and unparalleled customer service

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