T&E Helpdesk with Dutch

We are excited to offer you this new opportunity within Wipro Technologies, one of the biggest brands in the industry at this moment with a well-established history in various domains. As part of this project, your role as an T&E Officer will be to build and co-manage a strong relationship with our client organization and perform based on defined SLA and KPIs. The skills & experience you need: Fluency in English and Dutch; At least 1 year of experience in Customer Support/Procurement/Finance/Helpdesk; Very good analytical and problem-solving skills; Numerical competencies; Customer-oriented; Ability to adhere to TAT and timelines; Attention to detail; Active listening combined with excellent written and verbal communication competences; Knowledge of T&E (Travel & Expense) or Finance domains. What you'll be doing: T&E Helpdesk Officer main attribution is to offer effective customer assistance (client users and suppliers) concerning its requirements to solve problems; Ensures that the problems are accurately registered in the ticket application when received via e-mail, phone or chat; Ensures that the phone/chat line is open at the beginning of the work program; Answer Customer calls/emails/chats and providing guidance regarding the business travels and expenses; Acts as single point of contact for the customer and communicates relevant information to ensure the customer’s satisfaction; Communicates the problem status and time to resolution to affected personnel; provides to the customers a continuous visibility on the occurred situation/problem; Ensures a structured and high-quality communication related to the open cases; Creates tickets to the IT support team whenever necessary; Process the T&E Expense Report Audits daily; Makes sure that aging transactions are diligently followed up and escalated to the appropriate level of empowerment to minimize the backlog and manage the stakeholder expectations; Reports on backlog transactions status and on outcome of escalations and follow up with regular frequency; Ensures client satisfaction and uses creativity to propose alternate solutions to client’s requests; Deliver different reports (regular and ad-hoc); Contributes to extracting conclusions from the reports and implements idea for increasing effectiveness; Controls exceptions and identifies errors and deviations from policies at process level; Provides support on special cases, analyzes data, identifies root cause of issues and drives troubleshooting; Offers support for the quality assurance process and analyzes the QA reports in order to provide feedback to agents and team managers; Acts as an advisor for the T&E agents in case of difficult cases; Records and sustains coaching and technical training delivered for the T&E Associates; Pre-process and general process training; Monitoring training for new joiners and cluster training ensuring the detailed process training plan is followed and provide regular updates; Support the agents and the team leader by handling IT tickets (help the agents raise tickets, raise tickets for the team if necessary); 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; Supporting local payment processes; Training support for GL reconciliation process; Corporate card process management (applications, terminations, delinquency, reconciliations).