Finance Support Specialist
As a key member of our finance team, you will play a vital role in providing exceptional support to our clients. Your primary responsibility will be to manage and resolve client queries in a timely and professional manner.
Key Responsibilities:
* Manage transactions according to quality standards
* Field incoming help requests from clients via phone or email in a courteous manner
* Document end-user information, including name, department, contact information, and nature of problem or issue
* Update availability in the RAVE system to ensure productivity
* Record, track, and document all queries, problem-solving steps, and resolutions
* Follow standard processes and procedures to resolve client queries
* Resolve client queries as per SLA's defined in the contract
* Access and maintain internal knowledge bases to aid in effective problem resolution
* Identify and learn product details to facilitate better client interaction
* Document and analyze call logs to identify trends and prevent future problems
* Maintain and update self-help documents for customers
* Escalate serious client issues to Team Leader when resolution is untimely
Deliver Excellent Customer Service:
* Diagnose and troubleshoot client queries in a courteous and professional manner
* Provide product support and resolution by guiding users through step-by-step solutions
* Assist clients with navigating product menus and understanding features
* Accurately process and record all incoming calls and emails using designated tracking software
* Offer alternative solutions to retain customers' business
* Organize ideas and communicate effectively with listeners
* Follow up with customers to record feedback and ensure compliance with contracts/SLAs
Build Capability:
* Undertake product trainings to stay current with features and updates
* Enroll in trainings per client requirements
* Collaborate with team leaders to identify training themes and learning issues
* Update job knowledge through self-learning and networking
Required Skills and Qualifications:
* Strong communication and interpersonal skills
* Excellent problem-solving and analytical skills
* Ability to work in a fast-paced environment
* Proficiency in invoice-to-pay (Transactional Accounting)
Benefits:
* Competitive salary
* Opportunities for career growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
Others:
* We are an equal opportunities employer and welcome applications from people with disabilities
* Referrals increase chances of interviewing at Wipro by 2x