Accounts Payable Specialist

hace 4 semanas


Guadalajara, Jalisco, México Wipro Limited A tiempo completo

Job Description

Wipro Limited is seeking an experienced Accounts Payable Analyst to join our team. As an Accounts Payable Analyst, you will be responsible for providing effective technical support to the process and actively resolving client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

  1. Support process by managing transactions as per required quality standards
  2. Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue
  3. Update own availability in the RAVE system to ensure productivity of the process
  4. Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
  5. Follow standard processes and procedures to resolve all client queries
  6. Resolve client queries as per the SLAs defined in the contract
  7. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
  8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  9. Document and analyze call logs to spot most occurring trends to prevent future problems
  10. Maintain and update self-help documents for customers to speed up resolution time
  11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  12. Avoids legal challenges by complying with service agreements

Requirements

  • Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent
  • Behavioral Competencies - Collaborative working, Problem solving and decision making, Attention to Detail, Execution Excellence, Client (Internal) Centricity, Effective Communication

Deliver

  1. Process - No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  2. Self-Management - Productivity, efficiency, absenteeism, Training Hours, No of technical training completed


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