Job Summary:

The CRM Contact Center Time&Expense Analyst is acting as the first layer contact for Accenture employees, onshore controllership and external vendors in the area of time entry and expense reimbursement. CRM Time&Expense analyst answers T&E policy and process related queries, assist employee with myTime&Expense tool functionality issue by utilizing deep T&E functional knowledge and excellent customer service skills.

Key Responsibilities:        

• Interpret all T&E related policies and rules upon employee requests
• Answer T&E process queries, such as Missing Expense Envelope, myT&E functional support
• Guide employees through T&E processes
• Handle PPA error and Time Adjustment requests
• Liaison with tier two, tier three or other functions to solve problems and provide appropriate solutions
• Redirect non-relevant requests to responsible functions
• Assign Service Requests to the right function or individual
• Educate employees to utilize self service channel and to contact the right function
• Handle customer complain and control customer emotion, act as the first escalation point from end customers
• Share knowledge and contribute FAQ to CRM knowledge repository
• Continuously improve call handling skills, T&E process knowledge and system skills and soft skills
• Assist with SME and team lead on internal project initiatives as requested

Knowledge and Skill Requirements:

• Solid understanding of company policy and Time&Expense policies. Familiar with general finance principle and company practice.
• Excellent customer service skills, Strong customer focus
• Outstanding communication and interpersonal skills
• Deep understanding of time and expense processes and relevant systems
• Time management skills and proactive self-initiator
• Demonstrated effective user of Service Now
• Strong analytical skills and problem-solving skills
• Demonstrated willingness to work in flat team structure

Systems / Tools

• Service Now
• SAP
• myTime&Expense
• Accenture Support
• Sharepoint
• MS office package 

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