The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams. To work in a high performing centralized environment aiding virtual customers.Deliver Workplace services within agreed time, quality, and cost.Key accountabilities:- Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain- Experience working in workplace related tools or process is an added advantage.- Demonstrated,well-developed verbal and written communication skills; Customer-oriented; seeks solutions that will provide value to end-user- Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.- Document transactions according to established process documentation and/or as required based on business requirement. Enhance and improve operational workflow and performance.- Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.- Resolve discrepancies and/or disputes according to established processes and policies.- Track, monitor and complete transactions from request to payment.- Raise or escalate transactions that are inaccurate and/or aging.- Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.- Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.- Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.- Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).- Learns new applications, technologies, and skills through intensive hands-on experience.- Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.Skills and Experience:- Graduate or equivalent. 4-5 years' experience in yrs shared service / processing experience or workforce management or related domains- Knowledge of space utilization and facilities management.- Knowledge of supervisory practices and principles.- Possess excellent communication skills, both written and verbal- Convincing/negotiation skills- Maintain a focus on Customer service.- MS Excel skillsIgualdad de oportunidades laboralesTodas las decisiones referidas al empleo se tomarán sin discriminar por edad, raza, credo, color, religión, sexo, nacionalidad, linaje, discapacidad, situación de excombatiente o veterano de guerra, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía, ni ningún otro factor protegido por la legislación nacional, provincial o local.Como parte del proceso de contratación no se obligará a los candidatos a divulgar registros penales cancelados o cerrados referidos a condenas judiciales o arrestos.Accenture tiene el compromiso de proporcionar oportunidades laborales a nuestros excombatientes, veteranas y veteranos de guerra.
