الوصف الوظيفي
Role PurposeManage 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 AgreementsKey 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 assignedKey Skills & ExperiencesEducation –B Commerce Graduate or Post GraduateExperience –24 to 72 months of work experience preferred in the relevant domainDeadline drivenTechnical 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
