Customer Support Specialist
Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.Job titleCS Specialist, FSSPurposeCS 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 authoritiesHas 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 responsibilitiesEnsuring that all tickets are escalated to the relevant teams within Finance Shared Services (FSS)Resolving tickets (within scope) in a timely, customer-oriented mannerEnsuring the quality standards for all tickets are met or exceeded regarding accuracy of ticket data including client demographic information, problem description, resolution, etc.Supporting continuous improvement of services in quality and effectivenessAnalysing ticket trends and ensuring that improvements are being made for recurring queriesDemonstrating excellent customer service professional skillsAttending to customer and supplier registrationTreating all information received as strictly confidentialAccountabilitiesMeeting financial deadlinesAccounting accuracyEnsure compliance of Chart of AuthorityDelivering relevant, timely and accurate informationKPI's specified in SLAHealth & SafetyAs 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 workplaceCompleting required health and safety training and certificationsFollowing safe work practices and procedures and using personal protective equipment (PPE) when requiredInspecting equipment and the workplace regularly and actively eliminating hazardsReporting accidents, incidents, injuries, near misses, safety risks and issues of non-compliance with health and safety procedures according to internal procedureDeveloping 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.QualificationsBachelor's degree preferably in Accounting or Finance+1 years of relevant experience in finance, preferably processing in a high volume environmentCan adapt to shift workGood knowledge of accounting principlesPrevious experience in a similar environment within an organisation or SSC/BPO environment is advantageousComputer 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 advantageousAdditional preferencesExcellent communication skills and cultural awarenessPositive attitude, customer-centric mindset and willingness to go the extra mile to meet organizational goalsPrevious experience in migration process and/or system implementation preferredProven ability to learn and understand new software/accounting systemsAbility to build good relationships with different stakeholdersAttentive to detail and deadlinesStructured and well-organisedAbility to resolve problems and deal with high volume transactionsAnalytical skillsSharp judgmentAbility to multi-task and prioritizeAccountability and responsibility, independent working styleProcess InvolvementService NowPolicies & ProceduresFSS Work instructionsAbout Us
Founded in Norway in 1861, Wilhelmsen is now a comprehensive global maritime group providing essential products and services to the merchant fleet, along with supplying crew and technical management to the largest and most complex vessels ever to sail.
Committed to shaping the maritime industry, we also seek to develop new opportunities and collaborations in renewables, zero-emission shipping, and marine digitalisation.
Supporting a diverse and inclusive workplace, with thousands of colleagues across more than 60 countries, we take innovation, sustainability and unparalleled customer experiences one step further.#J-18808-Ljbffr