Customer Support Specialist

5 months ago

Kuala Lumpur, Malaysia Wilhelmsen Full time

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Job title

CS Specialist, FSS

Purpose

CS 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.

Interrelations

The position reports to Manager.

Formal authorities

Has 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 responsibilities

Position-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 manner
- Ensuring 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 effectiveness
- Analysing ticket trends and ensuring that improvements are being made for recurring queries
- Demonstrating excellent customer service professional skills
- Attending to customer and supplier registration
- Treating all information received as strictly confidential

Accountabilities

The position-holder will be measured against:

- Meeting financial deadlines
- Accounting accuracy
- Ensure compliance of Chart of Authority
- Delivering of relevant, timely and accurate information
- KPI’s specified in SLA

Health & Safety

As 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 safety
- this includes physical as well as psychosocial health and safety

**Qualifications**:

- Bachelor’s degree preferably in Accounting or Finance
- +1 years of relevant experience in finance, preferably processing in a high volume environment
- Can adopt to shift work
- Good knowledge of accounting principles
- Previous experience in a similar environment within an organisation or SSC/BPO environment is advantageous
- Computer 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 advantageous

Additional preferences
- Excellent communication skills and cultural awareness
- Positive attitude, customer centric mindset and willingness to go the extra mile to meet organizational goals
- Previous experience in migration process and/or system implementation preferred
- Proven ability to learn and understand new software/accounting systems
- Ability to build good relationships with different stakeholders
- Attentive to detail and deadlines
- Structured and well-organised
- Ability to resolve problems and deal with high volume transactions
- Analytical skills
- Sharp judgment
- Ability to multi-task and prioritize
- Accountability and responsibility, independent working style

Process Involvement
- Service Now
- Policies & Procedures
- FSS Work instructions

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