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Accounts Transaction Processing

Job Location: Manila

Job Number: 1203

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- Job description

The Procurement Helpdesk Agent is responsible for providing support for procurement application and process and accounts payable help requests (questions and problems).
As a Procurement Helpdesk Agent, your responsibilities include but are not limited to:

• Receive help requests from customer’s internal clients and suppliers
• Follow call quality standards to conduct call
• Be courteous and empathetic to client (may be upset or angry)
• Provide support in designated language(s)
• Determine if request is procurement application and/or process question or problem
• If question, provide ‘how do I’ (walk through) application or status support
• If problem, gather all relevant problem information to be included in problem report generation and escalation to the appropriate level two contact
• Create a call log for every help request during incoming call or upon email task id monitoring to insure accurate contact information is obtained and problem/question is accurately documented
• Conduct problem determination for client’s question to determine appropriate answer or status
• Conduct problem determination for client’s problem to determine appropriate escalation path for level two escalation
• Consult knowledge database for guidance in responding to clients questions
• Experienced knowledge of procurement and accounts payable applications supported
• Working knowledge of ORACLE application (or alternative procurement) and transactions to be support client/supplier help request
• Knowledge of all client specific processes and procedures
• Reset passwords following documented process
• Work with Procurement Helpdesk Team Leader / manager
• Resolve blocked invoices
• Expedite / Emergency Orders and follow up on deliveries
• Above average communication skills. • AP experience required with Procurement knowledge preferred • Vendor and client email handling experience preferred • Excellent email writing skills

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