Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.Job titleCS Specialist, FSSPurposeCS 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.InterrelationsThe position reports to Manager.Formal authoritiesHas the authority to act within this Functional Description and within the chart of authority as outlined in the company's Global Integrated Management System (GIMS).Main ResponsibilitiesPosition-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 mannerEnsuring 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 effectivenessAnalysing ticket trends and ensuring that improvements are being made for recurring queriesDemonstrating excellent customer service professional skillsAttending to customer and supplier registrationTreating all information received as strictly confidentialAccountabilitiesThe position-holder will be measured against:Meeting financial deadlinesAccounting accuracyEnsure compliance of Chart of AuthorityDelivering of relevant, timely and accurate informationKPI's specified in SLAHealth & SafetyAs an employee:The employee is responsible to adhere to the company's 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 safetythis includes physical as well as psychosocial health and safetyQualificationsBachelor's degree preferably in Accounting or Finance+1 years of relevant experience in finance, preferably processing in a high volume environmentCan adopt to shift workGood knowledge of accounting principlesPrevious experience in a similar environment within an organisation or SSC/BPO environment is advantageousComputer 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 advantageousAdditional PreferencesExcellent communication skills and cultural awarenessPositive attitude, customer centric mindset and willingness to go the extra mile to meet organizational goalsPrevious experience in migration process and/or system implementation preferredProven ability to learn and understand new software/accounting systemsAbility to build good relationships with different stakeholdersAttentive to detail and deadlinesStructured and well-organisedAbility to resolve problems and deal with high volume transactionsAnalytical skillsSharp judgmentAbility to multi-task and prioritizeAccountability and responsibility, independent working styleProcess InvolvementService NowPolicies & ProceduresFSS Work instructions
