[GS] Travel and Expense Officer - Support Center/ Call Center (Support Operations)

The Travel and Expense Officer for Support Center / Call Center is responsible for providing first-line support to associates regarding travel and expense policies, procedures, and systems. This role involves handling inquiries, resolving issues, and ensuring compliance with company policies in a call center environment. First level support for internal Bosch travelers on travel planning, as well as on-trip and post-trip related questions. Travel and Expense Officer – Support Center / Call center will be working within a Service Organization of Bosch Company called as GS (Global services) and will be under supervision of a Team Lead for daily operations.

Main attributions and responsibilities

• Consults travelers on valid legal and central directive instructions, as well as optimal travel tool usage.

• Supports travelers in case of tool and handling errors for the cloud-based travel solution and mobile application.

• Provides hands-on and ad-hoc help/solutions to ensure a smooth business trip for Bosch travelers.

• Offers Support to colleagues via internal communication platforms.

• Offers Support to the SME in more complex tasks.

• Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company.

• Performs any necessary backOffice activities in the Travel to Expense area.

• Fulfils any other tasks related to area of responsibility, as requested by direct superior.

Customer Support

• Serve as the primary point of contact (online 8AM to 5PM) for travel and expense-related inquiries from associates.

• Respond to questions within SLA (Service Level Agreement) regarding expense claims, travel bookings, and policy interpretations.

• Resolve issues and complaints within SLA (Service Level Agreement) related to travel arrangements, expense reimbursements, and system errors.

• Performs daily activities in terms of Employee Dispute management.

• Develop and maintain documentation, including FAQs.

• Identify common issues and trends to improve support processes.

 Policy and Compliance

• Interpret and apply the organization's travel and expense policies.

• Provide guidance on proper documentation.

System Support

• Assist users with travel booking systems and expense management tool (bTravel).

• Troubleshoot basic technical issues related to travel and expense platforms.

• Guide employees through the process of submitting expense reports and travel requests.

Qualifications

Education and Experience

• Bachelor’s degree in business administration or related field is preferred.

• Minimum 1-2 years of experience in customer service, travel and expense management, or related field.

Technical skills

• Basic know-how in Microsoft Office Suite, especially Excel.

• Familiarity with call center or help desk ticketing systems.

• Experience with travel booking systems and expense management tools is preferred.

Soft Skills

• Proficiency in English communication (strong verbal and writing skills), additional languages (Korean/ Japanese) is a plus.

• Clear and articulate speaking voice with good pronunciation.

• Strong problem-solving abilities and attention to detail.

• Customer service-oriented approach with the ability to handle high call volumes.

• Ability to work in a fast-paced environment and manage multiple priorities.

Location:32 Đ. Tân Thắng, Sơn Kỳ, Tân Phú, Hồ Chí Minh 700000, Vietnam