Corporate Mobility Analyst

Corporate Mobility Analyst
PREMIUM SUPPORT CUSTOMER SERVICE REPRESENTATIVE
LOCATION – PHILIPPINES ONLY

KEY RESPONSABILITIES

• Manage, as part of the 24/7 support, all emergency inquiries via call from employees and Accenture Global Management Committee/Global Leadership Committee executives relating to travel and visa/immigration concerns
• Handle high priority travel escalation weekend cases.
• Provide White glove’/Premium support to senior level executives with immediate to 1 hour turn around time
• Provide a high level of quality service in all customer interactions, handling a variety of inquiries related to international travel and visa/immigration
• Develop a strong knowledge of Accenture Mobility policies, researching policy details as needed in order to provide key data insights for applying policies
• Capture and document details of employees and senior leadership concerns via the appropriate Accenture software/tools (People Mobility Gateway; ServiceNow)
• Build relationships with cross-functional groups to provide quality service to traveling employees and executives (mobility; corporate travel; meeting and events) in order to action immediately
• Identify and proactively raise potential service issues to appropriate internal function group; suggest necessary process improvements to enhance and improve operational workflow and performance.
• Develop and maintain data tracking for all service request
• Listen and respond to employee and executive needs; identify and resolve conflicts with sensitivity and tact.
• Contribute to growth and development of other team members through knowledge sharing and collaborative work efforts.
• Support and sustain a positive work environment that promotes team performance through personal contribution.
• Continuously learn and improve service skills; be receptive and responsive to performance feedback; remain current on operational processes, methods and procedures; educate the customer when appropriate.
• Flexibility to work some holidays and weekends

SKILL SET

• Aptitude for customer service/hospitality
• Ability to communicate effectively in written and verbal English in order to support customers from various countries and time zones
• Works well under pressure
• Willingness to experiment, improve and adapt to change
• Ability to identify what is imperative to act promptly, decisively and without delay.
• Intellectually curious and have a thirst for continuous learning.
• Good time management skills