Job description 

In one sentence

Customer support role is to provide high quality customer service to customers to ensure smooth flow of inquiries and complaints, while at the same time support process improvements.

What will your job look like?

Manage Service Delivery for Accounts Payable Customer Support on global level (all Regions), ensuring smooth delivery, meeting of KPIs and driving process improvements.  

1. Answer incoming calls and respond to customer’s emails.
2. Management and resolve customer complaints.
3. Identify and escalate issues to the team leader.
4. Provide service information to customers.
5. Research required information using available resources.
6. Research, identify, and resolve customer complaints using applicable software.
7. Route emails/call to appropriate resources, to provide solution.
8. Document all call information according to SOP.
9. Recognize, document, and alert the management team of trends.
10. Follow up customer calls where necessary.
11. Support Process Improvement.
12. Other duties as assigned.

All you need is...

• Bachelor of Commerce - Graduate Degree – Minimum
• 1-5 years of Accounting experience
• Strong understanding of Accounts Payable, Procurement, Employee Travel & Expense and General accounting practices.
• Prior experience in Accounts Payable Helpdesk will be good.
• Proficiency in MS Office (Excel, Word and PPT).
• Excellent English verbal and written communication skills, enabling report and documentation production.
• Ability to communicate and influence across different levels in the organisation.
• Strong email writing skills.
• Customer oriented approach.
• Experience of working cross culturally in an international environment.
• Working knowledge of SAP.
• Experience of working in a busy and a high-pressure environment.
• Strong MIS skills.
• Good in problem solving and has critical thinking skills.
• Engage and collaborative way of working.