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
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
