Specialist FARM

Role Purpose

Manage customer calls/emails by providing support for the Companies financial systems and approved information technology releases and products Ensures problem resolution and or escalation for all related calls/emails in an accurate and timely fashion Provide support and maintenance of the Users Security on banking, Clarity, PeopleSoft, Ariba, Smart-pay Performing various key, routine activities and supports during Month ends Follow appropriate accounting policies and procedures in accordance with Service Level Agreements

Key Accountabilities

Receive incoming inquires from internal and external customers regarding financial transactions, information technology, banking, Clarity, PeopleSoft, Ariba, Smart-pay user access administration Ensures inquiries are responded to within SLA guidelines

Give consistent customer service delivery Build customer confidence in the level of service provided Meet the ongoing needs and expectations of our customers

Extended support during the Month ends and any Projects which prevail for Business needs or any process improvements

Research and resolve system or security related issues & escalate them to other process areas for problem resolving

Maintain a consistent, high quality customer-focused orientation Listen to and communicate with customer to obtain all required information necessary to determine and address their specific needs; tactfully explain why, if service cannot be provided Respond to individuals in manner and time frame promised or follow-up to explain status Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems or questions

Maintain reports/trend analysis for the process Required to maintain and update the training documents

Ensure documents are loaded onto Merlin promptly

Need to be trained in all regions

Need to be SME for any new/existing project or area within CPS

Should be able to work with minimal supervision

Should have sound Process Knowledge

Completes Other Responsibilities As Assigned

Key Skills & Experiences

Education – B Commerce Graduate or Post Graduate Experience – 24 to 72 months of work experience preferred in the relevant domain Deadline driven Technical Skills and Knowledge –

Understanding of ERP like PeopleSoft, preferred

Flexibility & ready to work in 24*5 working environment

Demonstrated basic understanding of accounting fundamentals and principles

Demonstrates clear, concise and succinct communication skills including adapting both verbal and written communication to the needs and level of the user

Knowledge of Microsoft Office

Track record in providing outstanding and unparalleled customer service

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