ABS Dalian CRM T&E Senior Analyst (SME)(职位编号：100203435)
埃森哲（中国）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2013-11-12
- 工作地点：大连
- 招聘人数：若干
- 职位类别：人力资源
职位描述
If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.
Our Enterprise workforce provides deep expertise to manage and operate Accenture’s business functions and support client teams. They work in a wide range of functional areas including human resources, marketing and communications, finance, quality control, legal, IT, facilities and services.
Enterprise workforce professionals make sure we increase our earnings and grow as a company efficiently and effectively. We must continually update our organization and evolve to meet the ever-changing demands of the marketplace and achieve higher performance both for ourselves and our clients. Our Enterprise workforce people play a leading role in our strategic and operational programs, acting as the agents of change within Accenture itself.
We need people who can challenge conventional wisdom, offer unique perspectives and conceive more innovative solutions for our business.
Job Summary
The CRM Contact Center T&E Analyst is acting as the first layer contact for Accenture employees, controllership and external vendors and relevant stakeholders for T&E queries. CRM T&E senior analyst also dedicate part of their time on daily operation supervision, quality control, capability development and people management
Key Responsibilities
Contribute up to 70% to 80% of the time on daily case management and call handling
Act as knowledge expert on all T&E related queries across all T&E covered geographies
Ensure CRM T&E operation compliance with SLA and KPI.
Organize CRM HR internal training and capability development initiative, such as regular policy training; new joiner training; regular FAQ review; buddy plan
Perform daily SR quality check and be responsible for the overall CRM T&E customer service satisfaction.
Work on monthly or real time customer survey result investigation. Share the findings and work out action plans, enhance knowledge data base.
Liaison with tier two on process improvement request or advice raised from customer or CRM agents; share process updates, policy changes to ensure CRM knowledge is most up to date.
Maintain a good relationship with tier two. Act as a strong linkage between tier 1 and tier 2 to enhance one T&E team concept. Liaison between process and customers to manage customer feedback and push process enhancement/improvement.
Participate in local or global CRM project/initiative as requested by CRM operation lead
Systems / Tools
Siebel
SAP
myT&E
myRequests
MS office package
Publishing 2.0
Relationships
Reports to: ABS Dalian CRM Operation Lead
Supervises: T&E Contact Center analysts
External Relationsh
Our Enterprise workforce provides deep expertise to manage and operate Accenture’s business functions and support client teams. They work in a wide range of functional areas including human resources, marketing and communications, finance, quality control, legal, IT, facilities and services.
Enterprise workforce professionals make sure we increase our earnings and grow as a company efficiently and effectively. We must continually update our organization and evolve to meet the ever-changing demands of the marketplace and achieve higher performance both for ourselves and our clients. Our Enterprise workforce people play a leading role in our strategic and operational programs, acting as the agents of change within Accenture itself.
We need people who can challenge conventional wisdom, offer unique perspectives and conceive more innovative solutions for our business.
Job Summary
The CRM Contact Center T&E Analyst is acting as the first layer contact for Accenture employees, controllership and external vendors and relevant stakeholders for T&E queries. CRM T&E senior analyst also dedicate part of their time on daily operation supervision, quality control, capability development and people management
Key Responsibilities
Contribute up to 70% to 80% of the time on daily case management and call handling
Act as knowledge expert on all T&E related queries across all T&E covered geographies
Ensure CRM T&E operation compliance with SLA and KPI.
Organize CRM HR internal training and capability development initiative, such as regular policy training; new joiner training; regular FAQ review; buddy plan
Perform daily SR quality check and be responsible for the overall CRM T&E customer service satisfaction.
Work on monthly or real time customer survey result investigation. Share the findings and work out action plans, enhance knowledge data base.
Liaison with tier two on process improvement request or advice raised from customer or CRM agents; share process updates, policy changes to ensure CRM knowledge is most up to date.
Maintain a good relationship with tier two. Act as a strong linkage between tier 1 and tier 2 to enhance one T&E team concept. Liaison between process and customers to manage customer feedback and push process enhancement/improvement.
Participate in local or global CRM project/initiative as requested by CRM operation lead
Systems / Tools
Siebel
SAP
myT&E
myRequests
MS office package
Publishing 2.0
Relationships
Reports to: ABS Dalian CRM Operation Lead
Supervises: T&E Contact Center analysts
External Relationsh
公司介绍
埃森哲（中国）有限公司诚聘
联系方式
- Email：yin.zhijie@accenture.com
- 公司地址：启迪大厦