R2p Customer Solution Specialist

5 months ago

Selangor, Malaysia Alcon Full time

Key Responsibilities:
The position requires a creative, diligent, hard-working individual with experience in working in a Call Center or Customer Solution environment and knowledge of R2P processes and solutions to drive outstanding customer service and operational efficiency.

Details:

- Performance Management and Service Delivery
- Provide technical assistance and support for incoming queries and issues related to R2P processes and system solutions.
- Logging of tickets with appropriate prioritization and sense of urgency.
- Ensure that quality standards for all tickets are met or exceeded regarding accuracy of ticket data including client demographic information, problem description, resolution, etc.
- Ensure all customer calls are properly recorded, resolved and/or escalated to the proper support team members. Ensure all tickets are responded to in a timely manner according to agreed turn-around times.
- Partnering with and supporting requestors, stakeholders and suppliers to solve all issues related to the R2P processes.
- Participate and assist in driving the knowledge management process including the development of user manuals, knowledge bases, FAQs, etc.
- Support continuous improvement of services in quality and effectiveness in close collaboration with line manager, peers and AGSKL process streams.
- Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are implemented.
- Demonstrates excellent customer service professional skills.
- Support the Service Delivery Manager Solution Center R2P in the documentation of processes, policies and procedures, which comply with Alcon Finance Core standards
- Ensure compliance with Finance Core, Alcon Accounting Manual (AAM), Alcon Financial Controls Manual (AFCM) and regulatory requirements
- Support a strong control environment, follow-up on audit issues and support to implement correcting measures People
- Actively support AGSKL working style being inclusive, proactive, respectful, and results driven in alignment with Alcon Values and Behaviors
- Enables service lines to deliver a high-performing organization and contribute to improvements/standard solutions while cultivating a partnering culture
- Champions in customer service attitude enabling a highly collaborative environment towards internal and external stakeholders

Key Requirements/Minimum Qualifications:

- Certified Finance/ Accounting specialist or similar degree.
- Required: Thai (Written and Spoken); English (Written and Spoken).
- Minimum: 1-3 years working experience in Finance Customer Solution Call Centers; preferably with accounting qualification.
- Experience supporting shared service functions is preferred but those without experience is encouraged to apply.
- System knowledge: SAP/ Purecloud / Service Now/ Banking Portals

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