The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams. To work in a high performing centralized environment aiding virtual customers. Deliver Workplace services within agreed time, quality, and cost.

　　Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain

　　Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.

　　Document transactions according to established process documentation and/or as required based on business requirement. Enhance and improve operational workflow and performance.

　　Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.

　　Create new, validate and/or update floor maps according to space guidelines.

　　Upload pictures, validate and update space information.

　　Resolve discrepancies and/or disputes according to established processes and policies.

　　Track, monitor and complete transactions from request to payment.

　　Raise or escalate transactions that are inaccurate and/or aging.

　　Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.

　　Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.

　　Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.

　　Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).

　　Learns new applications, technologies, and skills through intensive hands-on experience.

　　Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.

　　Must have:

　　Graduate of Bachelor's Degree

　　Must have 2-3 years’ experience in shared service / processing experience or workforce management or related domains (Call center: CSR/TSR profiles)

　　Customer-oriented; seeks solutions that will provide value to end-user

　　Possess excellent communication skills, both written and verbal

　　Convincing/negotiation skills

　　Nice to have:

　　MS Excel skills and AUTOCAD floor mapping skills

　　Excellent communication skills and ability to lead conversations with stakeholders.

　　Experience working in workplace related tools or process is an added advantage.

　　Reports/Dashboards and Analytics

　　Process Improvement/Innovation

　　• Stakeholder Management