P2p Helpdesk Sr Analyst

hace 2 semanas

Orotina, Costa Rica GSK A tiempo completo

Site Name:
Costa Rica - Cartago - Tres Rios

Posted Date:
Jun 5 2023

_ Your Responsibilities_:
This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are:

  • Provide timely Finance service desk support to customers. Ensure a successful VOC result by performing regularly QA audits of all channels by ensuring and providing constructive feedback to agents when required
  • Ensure detailed and updated documentation of all training material (Onenote, Help Articles, SOP ́s).
  • Escalate issues to the appropriate department by following escalation path.
  • Provide visibility to the Supervisor and Manager about performance issues, KPI ́s at risk (VOC, ABR and SLA ́s) and sensitive cases that require urgent resolution
  • Maintain a pleasant demeanor and attitude in the daytoday communication and interface with customers, colleagues, and managers.
  • Back up Workforce activities by proactively monitor calls and chats volume to maintain SLA's and Support the organization of the monthly schedule with agents when required.
  • Connect with different teams (invoice processing, payments, vendor master, etc) to solve different cases.
  • Lead and participate on market Commcells by preparing beforehand and making sure that important issues in the process are raised, as well as ensuring that any opened actions are completed. Serve as back up when required.
  • Analyze accounts and prepare reports requested by the different areas, through information obtained from the system, to maintain consolidated information in a timely and healthy manner for the correct decisionmaking of the company (ICSS reports, excursion report, P2P Control 026).
  • Carry out Supplier Reconciliations as required, always within the guidelines of internal controls and data management.

_ Why you? _

_Basic Qualifications:
_ We are looking for professionals with these characteristics to achieve our goals:

  • Fluent English
  • Excellent analytical and problemsolving skills.
  • Excellent customer service orientation.
  • Ability to maintain high standards of work while under reduced supervision
  • Availability to work at least 2 days on site and under a schedule rotation model

_ Preferred Qualifications:
_
However, if you have the following, it would be a plus:

  • Finance or related degree
  • 23 years of experience in P2P service desk/ call center
  • SAP

_ Why GSK? _


Uniting science, technology and talent to get ahead of disease together GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive.

Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

Our success absolutely depends on our people.

While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive.

We want GSK to be a place where people feel inspired, encouraged, and challenged to be the best they can be.

A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.


GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive.

Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people.

While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive.

We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy.

We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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