ROLE: Travel & Expense Customer Service _Specialist
Location: REMOTE - Work from Home
This person contributes to our client's success by answering incoming calls and responding to requests received voicemail from internal stakeholders.
Provides assistance with calls related to booking travel, reimbursement, concur and Travel and Expense & P-Card processes.
ACCOUNTABILITIES:
Key Responsibilities and Accountabilities: 80%
Process inbound calls to determine appropriate action required to satisfy the needs of the PepsiCo stakeholders
Utilize workflow tools to document customer requests and issue resolution to ensure proper handling and follow up of all inbound calls
Utilize automation/CI tools to efficiently process requests made on call
Achieve individual and team objectives to include returning phone calls within 24 business hours and creating Jira tickets within 1 business day from the date of the voice message.
Refer unresolved issues to the appropriate area, (Chennai team or stakeholder) via Jira ticket
Always maintain a professional attitude and provide world class customer service
Maintain complete and accurate documentation within Jira tool
Demonstrate excellent verbal and written communication skills
Maintain high quality of work by performing troubleshooting and call resolution per defined process
Teamwork: 20%
Contributes toward team objectives and goals to include:
Being logged into phone systems at 8:30am
Minimize call outs
Partner with your peer on PTO days
Sharing workload by creating Jira tickets and returning your share of calls within 24 business hours
First Call Resolution
Team player with ability to work autonomously
Willingly participates in team activities
Partner with teammates, manager and other stakeholders for resolution of issue.
REQUIREMENTS:
- High School diploma (4 year degree in Accounting or Business discipline strongly preferred) - *Do not add "4 year…" Just highlighted area*
- Highly effective interpersonal & communication skills
- Highly developed listening, analytical, and problem solving skills
- Conscientious and demonstrated ability to overcome adversity
- Knowledge of Electronic Presentment and Payment Applications
- Assertive and Results Driven
- Prior Customer Service, Call Center, and Accounts Receivable experience
- Excellent PC and Microsoft Office Applications skills (Expert Excel strongly preferred)
- Strong team and organizational skills
- Ability to work a schedule within all hours of operation (9AM - 7PM) (schedule will be later in the day)
- Bilingual capabilities a plus
- Ability to control emotions and stay calm under pressure