Global Financial Operations (GFO) was formed in Q1 2016 through the merger of Global Finance Services and Cash Generation. GFO is at the heart of the Finance function - accountable to the AstraZeneca (AZ) Group for the design and delivery of high quality, simple to operate transactional finance processes that enable our customers to focus on AZ’s strategic priorities.
Our processes cover record to report, purchase to pay and order to cash and we drive AZ’s cash focus through disciplined management of supplier and customer payment terms and practices. GFO HelpDesk is the customer face of Global Financial Operations and currently provides support P2P/T&E global support to over 70,000 internal customers and over 90,000 external (suppliers).
GFO HelpDesk operates globally with support centres in Costa Rica, Kuala Lumpur and Warsaw working closely with our combination of in-house captive and offshored business process outsourcing (BPO). The BPO element has been provided in partnership with our service provider partner Genpact since 2008.
As the successful role holder, you will be a member of the Global Helpdesk Operations team based in Warsaw and report to the HelpDesk Operations Team Lead, supporting the delivery of Helpdesk services with a focus on customer satisfaction primarily for the EMEA region, and secondary globally.
You will have a proven and demonstratable background in a customer service environment, ideally gained with a global shared service environment. You are a customer-focused individual who is motivated to drive performance and ensure customer satisfaction, working effectively with back-office teams (when necessary) to successfully resolve customer queries to the satisfaction of the customer.
- Responsible for delivering internal and external customer transactional support, responding to customer queries via customer support case management application (ServiceNow Customer Service Management (CSM)), phone and chat
- To ensure that customers are provided with regular updates through various channels (written, phone, chat) on their queries until the case is resolved to the satisfaction of the customer.
- To ensure that customers queries are resolved within SLA to the satisfaction of the customer
- Acts as the single point of contact between the customer, back-office (Level 2 support) and IT (Level 3 Support) process to resolve the customers query within SLA and to the satisfaction of the customer. Escalate delays in support to team lead
- Support and contribute in the creation and continuous improvement of a helpdesk competency.
- Support when there are any ad hoc activities or projects
- Meet or exceed the performance targets/KPI related to the call handling/e-mail/chat and customer service provision
- Ability to put the Customer first and at the heart of everything we do
- Good communication skill and able to communicate effectively via email, support application, phone and chat in Polish and English and at least one of the following languages French, German, Italian & Spanish
- Ability to interaction successfully with process towers in the support of success resolution of the customer query
- Fresh graduates are encouraged to apply too
- Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
- University Degree in Finance & Accounting/Commerce or equivalent
- ITIL training / service management accreditation or similar
- Prior experience working in a Customer Service centre across a global / large organization
- years of customer Possess 1-2 service / accounting work experiences
- Knowledge and experience in SAP, Coupa, other ERP system is desirable but not essential