Skip to main content Skip to Footer

Job Listing

AEE China CRM Contact Center Finance Time&Expense Analyst - Level 11

Job Location: Dalian

Regional Description: China

Job Number: 00610751


- Job description

Job Summary:
The CRM Contact Center Time&Expense Analyst is acting as the first layer contact for Accenture employees, onshore controllership and external vendors in the area of time entry and expense reimbursement. CRM Time&Expense analyst answers T&E policy and process related queries, assist employee with myTime&Expense tool functionality issue by utilizing deep T&E functional knowledge and excellent customer service skills.
Key Responsibilities:        
  • Interpret all T&E related policies and rules upon employee requests
  • Answer T&E process queries, such as Missing Expense Envelope, myT&E functional support
  • Guide employees through T&E processes
  • Handle PPA error and Time Adjustment requests
  • Liaison with tier two, tier three or other functions to solve problems and provide appropriate solutions
  • Redirect non-relevant requests to responsible functions
  • Assign Service Requests to the right function or individual
  • Educate employees to utilize self service channel and to contact the right function
  • Handle customer complain and control customer emotion, act as the first escalation point from end customers
  • Share knowledge and contribute FAQ to CRM knowledge repository
  • Continuously improve call handling skills, T&E process knowledge and system skills and soft skills
  • Assist with SME and team lead on internal project initiatives as requested
Knowledge and Skill Requirements:
  • Solid understanding of company policy and Time&Expense policies. Familiar with general finance principle and company practice.
  • Excellent customer service skills, Strong customer focus
  • Outstanding communication and interpersonal skills
  • Deep understanding of time and expense processes and relevant systems
  • Time management skills and proactive self-initiator
  • Demonstrated effective user of Service now
  • Strong analytical skills and problem-solving skills
  • Demonstrated willingness to work in flat team structure
Systems / Tools
  • Service Now
  • SAP
  • myTime&Expense
  • myRequest
  • Sharepoint
  • MS office package 
Reports to:                                       AEE Dalian CRM Contact Center Lead
Supervises:                                      N/A
External Relationships:                     Finance service providers – as appropriate
Education:                                       Finance, Accounting, Business or French
Work Experience:                            2 years plus relevant experience in Finance, accounting or contact center environment is preferred
Work Requirements:                         The incumbent will be based at the AEE Dalian

职位:           CRM 客户服务中心 时间费用分析员
职位级别:    分析员 
Workforce Enterprise
隶属部门:    AEE Dalian CRM 客户服务中心
工作地点:    大连市
语言要求:   法语流利
CRM 客户服务中心时间费用组分析员作为第一层级的客户联系人,负责处理解答员工时间及费用报销相关的政策及流程问题。指导员工正确使用myTime&Expense tool.
  • 解释公司时间及费用报销政策
  • 回答由时间费用及报销流程相关疑问,例如报销信封缺失,费用质询,时间费用调整错误,大额时间调整
  • 指导员工正确遵循流程
  • 与相关负责人及其他团队合作为员工提供解决问题的最佳方案
  • 指导员工如何使用时间费用系统
  • 将非职责范围内的问题转至相关部门
  • 分配服务请求
  • 引导并鼓励员工使用自助服务系统和工具,提高员工对层级服务的认知和使用度
  • 分享知识和经验,不断丰富组织内部知识储备
  • 协助组长完成内部项目
  • 不断提高自身业务知识水平及软技能
  • 熟练掌握公司时间费用相关的政策及流程
  • 出色的客户服务技能
  • 出色的沟通及人际关系技巧
  • 时间管理及自学能力
  • 处理问题的灵活性
  • 熟练使用Service Now
  • 极强的分析能力及解决问题的能力
  • 愿意在扁平化的团队架构中工作并发展提高人力资源技能;
  • Service Now
  • SAP
  • myT&E
  • myRequest
  • Sharepoint
  • MS office package 
汇报上级:    CRM 客户服务中心组长
指导方:        N/A
外部关系:    其他相关财务服务提供者
教育:        金融,会计,商科或法语本科学历
工作经历: 2年财务相关工作经验或客服中心经验
工作要求: 工作地点在埃森哲 大连 业务服务中心。

Find a job

Start your search here: Enter job title, skill, experience level or city

Stay in touch

Join the Accenture Talent Connection, follow our Careers blog, or sign up for job alerts.