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End-to-End Process Expert

hace 1 semana

Bogotá, Bogotá D.E., Colombia ACCA Careers A tiempo completo

About ACCA Careers

ACCA Careers is a leading provider of end-to-end requisition to pay services, delivering exceptional customer experiences to our global clients. Our team of experts is passionate about process optimization and customer satisfaction.

The Role

We are seeking an experienced R2P Senior Analyst to join our LATAM team. As a key member of our organization, you will play a crucial role in ensuring efficient and high-quality customer service while resolving inquiries across various communication channels.

Your Key Responsibilities

  1. Provide high-level customer support via phone calls, emails, and chat, ensuring professional and timely resolutions.
  2. Promote and assist employees in using self-service options, systems, and tools, educating employees/suppliers on efficient issue resolution methods.
  3. Diagnose and troubleshoot issues, resolving root causes of recurring issues, identifying systemic improvements, and escalating complex problems to higher-level support teams when necessary.

Process Optimization & Strategic Initiatives

  1. Utilize case management system and telephony tools for customer interactions and issue tracking.
  2. Evaluate and enhance operational workflows, implementing best practices for increased efficiency.
  3. Drive cross-functional process improvements, ensuring alignment with corporate standards and compliance.
  4. Analyze customer interactions and service metrics to identify trends and recommend solutions.
  5. Collaborate with stakeholders, IT, and finance teams to streamline procurement and payment processes.

Training & Communication

  1. Apply training programs for new hires and junior analysts, ensuring consistent knowledge transfer.
  2. Maintain clear, concise, and empathetic communication tailored to each employee/supplier's needs.
  3. Work with cross-functional teams to escalate complex cases requiring specialized expertise.

Qualifications

What We Are Looking For

  1. Bachelor's degree in Business Administration, Engineering, or Accounting.
  2. Conversational Portuguese B2.
  3. 3+ years of experience in Procurement, Finance, or Shared Services, with a focus on R2P Processes.
  4. Strong problem-solving and analytical skills, with the ability to identify process inefficiencies.
  5. A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.
  6. Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.
  7. Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications.
  8. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism.
  9. Strong interpersonal skills, fostering effective collaboration as part of a diverse team to achieve common goals.
  10. Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.
  11. Experience handling escalations, process optimization, and stakeholder management.
  12. Proficiency in case management tools and ERP systems (e.g., SNOW, SAP, Ariba, or similar).
  13. Willingness to work in a shift-based schedule, including evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.