Timely and professional response (both: in English and your language) on queries regarding Accounts Payable raised to Service Desk

via e-mail - using CRM application (Right Now)

via phone - from 9am to 4pm; (ca. 20% of volume)

via other channels (web, post)

·        Direct phone contacts with vendors and employees from client entities within agreed opening timeframes

·        Registering the queries raised via phone/other channels in CRM application

·        Active troubleshooting to identify the issue root causes, and based on that:

proper ticket categorization and tracking

redirecting to proper Backoffice contacts (includes translating local queries into English)

·        Cooperation with back office teams and Clients’ business units to solve the query

·        Facilitate communication between Conduent, client contacts and requestor

·        Ensure client satisfaction and operational results (SLA’s) by:

providing accurate and complete information within agreed timings

ensuring effective communication between all parties involved

client-oriented and professional communication

Others:

·        Building a positive working relationship within the team and with external customer representatives

·        Active backup and support for team members (incl. process trainings, replying to the queries raised in different languages using standard texts available, support other AP processes when needed)

·        Working as part of a team, to share knowledge and work together to increase performance standards

·        Active participation in team meetings and improvement projects.

·        Ensure process documentation quality and completeness.

·        Internal/external reports preparation when required.

·        Completing other tasks delegated by the supervisor or team leader

·        Following work standards and rules defined by Conduent and the Client

·        Participation in various projects and active looking for process improvements.

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