Job Description

Responsibilities

• Receive and respond to all incoming Travel and Expense queries via phone call /chat/SFDC/mail from affiliates on a day-to-day basis within the given language scope

• For complex queries, investigate, capture and record them and if necessary forward to T&E Team Lead for support resolving them. Inform the customer of the answer to their initial query.

• Log calls, query details and the response given to the query

• Log complaints and escalate to T&E Team Lead

• Monitoring of Backlog and proactively follow up with Team Leaders / Account Head

• Support agents in resolving complex queries captured and recorded by T&E Representatives

• Meet dashboard metrics related to T&E process

• Provide problem resolution tools and aids

• Record, analyze and report on a regular basis, on calls received, including details of call volumes and duration, problem trends, abandon rate and wait times, first call resolution rate, problem resolution time

• Interface and co-ordinate problem determination and resolution with appropriate support personnel

• Comply with the quality assurance procedures – perform quality audits

• Perform full case management for requests/problems received

• Concur management: Intake of Concur change requests, change request test execution, provision of elevated roles within Concur

• SOX control execution

• Training material maintenance and update

• Rejected payment process management

• Support local payment processes

• Training support for GL reconciliation process

• Corporate card process management (applications, terminations, delinquency, reconciliations)

• Provide required information related to Service Level commitments and of status of problems, including impact on Service Levels

• Perform problem analysis, trending and reporting, including root cause analysis for contact management

• Monitoring training for new joiners and cluster training; ensure that the detailed process-training plan is followed and provide regular updates.

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Critical skills required

• Foreign languages skills:

• Advanced English language skills (written, reading and spoken)

• Advanced German language skills (written, reading and spoken)

• Excellent domain knowledge – Travel & Expense / Customer Services / Quality initiatives;

• Very good verbal/written communication skills

• Focused on process improvements

• Problem analysis and problem solving

• Strong customer focus orientation

• Team spirit

• Ability to work with MS Office software packages (Excel and PPT especially)

Internal to Wipro

• Proactivity: assume responsibility, actively involved

• Ability to work with numbers and large amount of information

• Ability to keep tight deadlines, Planning and organizing capacity

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Benefits for working with us:

• Competitive salary with an attractive set of social benefits:
• Private Pension Plan;
• Monthly Benefit budget;
• Medical insurance;
• Life insurance;
• Christmas bonus;
• Childbirth allowance;
• Relocation package for candidates willing to relocate;
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
• Personal development in a multinational working environment through nice extracurricular activities with the team;
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
• Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);
• Extra annual leave days depending on tenure within Wipro;
• BOOKSTER opportunities;
• Nice designed and central business office;
• Fruits, coffee and tea on the house;
• Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;
• Employee Assistance program;
• Employee Referral Program with attractive incentive schemes
• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.

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Deliver