Job Title
Senior Analyst – Customer Service Desk (CSD) | Spanish Language Specialist (Night Shift)
About the Team:
Our Customer Service Desk (CSD) team plays a critical role in ensuring seamless support across Procure-to-Pay (P2P) operations. As the frontline for handling escalations and complex queries, the team partners closely with global stakeholders to deliver timely, high-quality resolutions. With a strong focus on continuous improvement, collaboration, and customer-centricity, the team drives operational excellence while fostering a culture of learning and innovation.
Role Overview:
As a Senior Analyst – CSD (Spanish Language Specialist), you will act as a key point of contact for resolving escalations and managing queries related to Accounts Payable (AP) and Travel & Expense (T&E/TP) processes. This role requires strong analytical thinking, excellent bilingual communication skills (English and Spanish), and the ability to manage end-to-end ticket resolution through Oracle Service Cloud (OSvC) and phone channels.
You will contribute to process improvements, ensure high-quality ticket handling, and collaborate with cross-functional teams to enhance service delivery. This is a night shift role based in Bangalore, supporting global operations.
Responsibilities:
- Manage and resolve customer queries and escalations related to AP and TP via OSvC and phone channels
- Ensure high-quality ticket handling with a focus on accuracy, timeliness, and customer satisfaction
- Provide end-to-end resolution and guidance for complex issues
- Collaborate with process managers and stakeholders to stay updated on process changes
- Identify root causes of recurring issues and implement sustainable solutions
- Contribute to continuous process improvement and quality initiatives
- Deliver training and knowledge-sharing sessions to team members on process updates
- Maintain strong documentation and reporting standards using tools like Excel and PowerPoint
Who Will Be an Ideal Fit:
You are someone who thrives in a fast-paced, global environment and takes ownership of delivering high-quality outcomes. You bring a strong sense of accountability, are proactive in solving problems, and enjoy collaborating across teams. With excellent communication skills in both English and Spanish, you can confidently handle escalations and build trust with stakeholders. You are detail-oriented, analytical, and continuously look for ways to improve processes and customer experience.
Why You Should Accept This Role:
- Opportunity to work in a global, multicultural environment with exposure to international stakeholders
- Be part of a high-impact team driving operational excellence in P2P processes
- Continuous learning through process improvements, training, and cross-functional collaboration
- Platform to leverage and enhance bilingual (Spanish-English) expertise
- Strong emphasis on career growth, skill development, and internal mobility
- Inclusive and supportive workplace culture that values innovation and diverse perspectives
Must-Have Skills:
- Minimum 2+ years of experience in Accounts Payable domain
- Strong understanding of Procure-to-Pay (P2P) processes
- Fluency in Spanish and English (both written and verbal)
- Excellent analytical and problem-solving skills
- Strong customer focus and active listening abilities
- Ability to handle escalations and resolve conflicts professionally
- Proficiency in MS Excel, Word, and PowerPoint
- Ability to work independently and proactively in a night shift environment
Nice-to-Have Skills:
- Graduate degree in Finance, Commerce, or a related field
- Experience working with Oracle Service Cloud (OSvC) or similar ticketing tools
- Prior experience in a Customer Service Desk or shared services environment
- Training and mentoring experience
Career Level - IC1