Job Description
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
