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Job title
CS Specialist, FSS
Purpose
CS Specialist is part of the fss service helpdesk team. CS Specialist is responsible to attend to Service Now (SN) tickets within the specified SLA, resolve SN tickets (within scope) and analyse trending of tickets. CS Specialist is also expected to look into continuous improvement.
Interrelations
The position reports to Manager.
Formal authorities
Has the authority to act within this Functional Description and within the chart of authority as outlined in the companys Global Integrated Management System (GIMS).
Main responsibilities
Position-holder is responsible for:
Ensuring that all tickets are escalated to the relevant teams within Finance Shared Services (FSS)
Resolving tickets (within scope) in a timely, customer-oriented manner
Ensuring the quality standards for all tickets are met or exceeded regarding accuracy of ticket data including client demographic information, problem description, resolution, etc.
Supporting continous improvement of services in quality and effectiveness
Analysing ticket trends and ensuring that improvements are being made for recurring queries
Demonstrating excellent customer service professional skills
Attending to customer and supplier registration
Treating all information received as strictly confidential
Accountabilities
The position-holder will be measured against:
Meeting financial deadlines
Accounting accuracy
Ensure compliance of Chart of Authority
Delivering of relevant, timely and accurate information
KPIs specified in SLA
Health & Safety
As an employee:
The employee is responsible to adhere to the companys health and safety* requirements to ensure their own safety and the safety of their colleagues by:
participating in risk assessment processes in the workplace completing required health and safety training and certifications following safe work practices and procedures and use personal protective equipment (PPE) when required inspecting equipment and the workplace regularly and actively eliminating hazards reporting accidents, incidents, injuries, near misses, safety risks and issues of non-compliance with health and safety procedures according to internal procedure Developing the safety culture at own workplace and cooperating with others on matters relating to health and safety
- this includes physical as well as psychosocial health and safety
Qualifications
Bachelors degree preferably in Accounting or Finance
+1 years of relevant experience in finance, preferably processing in a high volume environment
Can adopt to shift work
Good knowledge of accounting principles
Previous experience in a similar environment within an organisation or SSC/BPO environment is advantageous
Computer literacy Excel, Word and other large enterprise systems is advantageous (e.g. IFS, SAP, Oracle etc.)
Good command of the English language (spoken & written). Additional European / Middle Eastern / Asian language(s) skills will be advantageous
Additional preferences
Excellent communication skills and cultural awareness
Positive attitude, customer centric mindset and willingness to go the extra mile to meet organizational goals
Previous experience in migration process and/or system implementation preferred
Proven ability to learn and understand new software/accounting systems
Ability to build good relationships with different stakeholders
Attentive to detail and deadlines
Structured and well-organised
Ability to resolve problems and deal with high volume transactions
Analytical skills
Sharp judgment
Ability to multi-task and prioritize
Accountability and responsibility, independent working style
Process Involvement
Service Now
Policies & Procedures
FSS Work instructions
