SAP SAP CONCUR Service Chat Coach Job in Manila, Philippines
Requisition ID: 192660
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
As a Chat Coach, you will be joining a team of dynamic individuals who are passionate about delivering exceptional customer service and enjoy the satisfaction that comes with solving customer queries. Our live chat is designed to help customers as they are in the Setup Wizard of our products regardless of their lifecycle. As a chat coach you would be responsible for identifying customer needs and determining appropriate actions for resolution with Concur Travel, Expense and Invoice solutions. This could be guiding them through a configuration change, questions about how the service works or about other Concur services they may not have.
This position will be based out of Concur’s Manila office and requires working hours aligned to support either North American-based or Australia based clients.
Responsibilities The main responsibility is to support Concur customers as appropriate and it includes various mediums including but not limited to Chats, Support Cases and Calls. The focus of the Chat Coach is to successfully accept chats from the chat queue and simultaneously have up to two chats active or as business requires more / less. Answering inquires in a timely fashion and assisting the clients with their questions to resolutions per Concur’s Standard Operating Procedures (SOPs) documenting each interaction via cases.
Proactively accept chats as they are routed to you.
Communicate professionally to the client in all communications providing clear instructions to resolve the customer issues or questions.
Support and maintain the Concur chat persona and provide our customers the best experience possible.
Escalate any issues that cannot be resolved via chat by using cases and other tools as required.
Detail and categorize all incoming chats appropriately in salesforce
Schedule calls on behalf of the client in certain instances.
Screen share in some sessions as required to efficiently solve or answer the clients questions
Accurately track project time allocation on a daily basis
Quickly ramp-up on new releases and product functionality to ensure questions about features or functionally can be answered.
Strive to meet or exceed defined metrics for productivity, quality, and customer experience
Education, Experience & Training
Previous experience in a role directly interacting with clients, preferably related to implementation / project management role or in a chat environment
Proven ability to clearly communicate orally and in written media and in a professional manner.
Strong problem-solving and written communication skills
Proven ability to comfortably discuss accounting and financial concepts with varying levels of positions within the client’s organization
College degree preferred
Job Specific Specialized Knowledge & Skills
English fluency required
Focus to help out and solve the customer’s concern
Be an advocate for the Customer
Proficient in typing speed and spelling accuracy
Exceptional written and verbal communication skills
Excellent organization, planning and project management skills
Familiarity with financial, HR and payroll systems a plus
Demonstrated ability to learn new concepts quickly
Accounting industry background desired
Strong working knowledge of software and technology – specifically around web technology, financial system integration and Excel a strong plus
Strong trouble-shooting skills/problem solving skills - ability to critically analyze issues and develop creative solutions
Ability to be self-directed and work independently
Strong computer skills and general technical aptitude
Ability to multi-task and prioritize workload
Ability to be self-directed and work independently
Have phone calls with customers as appropriate
WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).
Successful candidates might be required to undergo a background verification with an external vendor.
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