Customer Service Associate
Designation: Customer Service Associate
Qualifications:Any GraduationYears of Experience:1 to 3 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be aligned with our Finance Operations vertical and will support Accounts Payable helpdesk operations by handling supplier and internal stakeholder queries, ensuring timely resolution within defined KPIs, and supporting operational reporting activities.The role focuses on efficient ticket triage, query resolution, and strict adherence to defined AP SOPs within a queue-based, SOP-driven managed services delivery model. Procure to Pay is the process of managing the entire purchasing cycle from ordering goods and services to making the final payment.
It includes steps like requisitioning, purchasing, receiving, invoicing, and payment processing. The goal is to ensure efficient and accurate procurement and payment activities.
What are we looking for? Strong AP knowledge including invoice processing and payment status workflows
Hands-on experience with ITSM or helpdesk ticketing tools for ticket management and KPI tracking
Familiarity with ERP systems for invoice and payment status lookups
Awareness of SOX controls and internal control compliance
Experience in SOP-driven, queue-based processing environments
Strong query handling and coordination skills
Good communication and stakeholder interaction ability
Attention to detail with the ability to manage multiple tasks simultaneously
Roles and Responsibilities: •Respond to supplier and internal stakeholder inquiries on invoice status, payment status, PO routing, and related topics; provide accurate and timely updates per documented SOPs
Triage incoming helpdesk tickets; identify issue type, categorize, and route to the appropriate internal teams; escalate complex or judgment-based queries to the appropriate internal stakeholders
Manage tickets from intake through closure within defined KPI targets; track and follow up on pending items to ensure timely resolution
Investigate basic invoice and payment-related queries and support resolution within defined SOP boundaries
Ensure all queries are handled in accordance with defined SOPs and escalation workflows
Support month-end close by generating required AP and helpdesk reports
Prepare AP aging reports and support KPI dashboard updates as required
Track and report on operational metrics including ticket volumes, resolution timelines, and KPI achievement