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AEE Dalian CRM T&E Senior Analyst - Level 10

Job Location: Dalian

Regional Description: China

Job Number: 00574735


- Job description

Job Summary:
The CRM Contact Center T&E Senior Analyst is acting as the first layer contact for Accenture employees, controllership and external vendors and relevant stakeholders for T&E queries. CRM T&E senior analyst also dedicate part of their time on daily operation supervision, quality control, capability development and people management.
Key Responsibilities:        
  • Contribute up to 70% to 80% of the time on daily case management and call handling
  • Act as knowledge expert on all T&E related queries across all T&E covered geographies
  • Ensure CRM T&E operation compliance with SLA and KPI.
  • organize CRM T&E internal training and capability development initiative, such as regular policy training; new joiner training; regular FAQ review; buddy plan
  • Perform daily ticket quality check and be responsible for the overall CRM T&E customer service satisfaction.
  • Work on monthly or real time customer survey result investigation. Share the findings and work out action plans, enhance knowledge data base.
  • Liaison with tier 2 on process improvement request or advice raised from customer or CRM agents; share process updates, policy changes to ensure CRM knowledge is most up to date.
  • Maintain a good relationship with tier 2. Act as a strong linkage between tier 1 and tier 2 to enhance one T&E team concept. Liaison between process and customers to manage customer feedback and push process enhancement/improvement.
  • Participate in local or global CRM project/initiative as requested by CRM operation lead.
Knowledge and Skill Requirements:
  • Quick learner
  • Outstanding English language skills
  • Solid understanding of T&E policies and T&E processes
  • Excellent customer service skills, Strong customer focus
  • Outstanding communication and interpersonal skills
  • Good Facilitation skills and execution ability
  • Capability to well manage pressure and emotion
  • Demonstrated effective user of Service Now
  • Good analytical skills and strong problem-solving skills
  • Willingness to work in flat team structure
Systems / Tools
  • Service Now
  • SAP
  • MyT&E
  • MyRequests/New Portal
  • MS office package 
  • Publishing 2.0
Reports to:                                      AEE Dalian Controllership Function Lead
Supervises:                                      T&E Contact Center analysts
External Relationships:                     Finance service providers – as appropriate
Education:                                       Bachelor’s degree.
Work Experience:                            3 year plus relevant experience in contact center or a customer service environment
Work Requirements:                         The incumbent will be based in AEE Dalian

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