Corporate-Time & Expenses CRM Analyst
AccentureDalianUpdate time: September 15,2022
Job Description
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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