SAP SAP Concur_Concur Detect Client Services Specialist Job in Manila, Philippines

Requisition ID: 187868

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

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.

Roles and Responsibilities

  • OnBoarding :
  1. Manage project planning from initial setup to go-live.

  2. Handle the setup and scheduling of all interfaces and system jobs.

  3. Facilitate Kick-off call with client’s Project Lead/Authorized Support Contact

  4. Provide client/internal team expertise & support for troubleshooting of technical issues

  5. Lead client knowledge transfer/training sessions with client technical resources.

  6. Modify and maintain configuration at a macro level as well as specific features and functionality at a modular level

  • Client Services Specialist
  1. Act as a Client Support Specialist to validate issues raised, accommodate SAP ConcurDetect related inquiries and configuration update.

  2. Provide guidance and position best practice recommendations to the customer to ensure an optimized solution and discuss goals, priorities, product roadmap, monthly releases and position additional services to optimize their solution.

  3. Maintain client relationships through engaging customers proactively via conference calls or email

  4. Support incoming client inquiries by reviewing previous inquiries and responses, gathering and researching information, assembling and forwarding information and verifying client understanding of information provided

  5. Liaise with key stakeholders and/ or decision makers to determine correct SAP Concur Detect configuration.

  6. Analyze, identify opportunities and create sound action steps

  7. Empowered to manage escalated issues by taking ownership of difficult customer situations, and is responsible for creating a plan of action

  8. Track customer interactions/activities using CRM

  9. Update product and job knowledge by participating and contributing to internal discussions, brainstorming sessions, and trainings

  10. Accomplish customer service and company mission by completing related results as neede

  • Qualifications

Job Knowledge, Skills and Abilities:

  • Experience in production and/or call center activities

  • Superior customer service skills with proven ability to de-escalate customer complaints/problems

  • Excellent written and verbal communication skills

  • Professional phone presence and good interpersonal skills

  • Exceptional analytical and listening skills

  • Strong data entry and typing skills

  • Proficiency in operating computer applications (including but not limited to Microsoft Office, Salesforce, etc)

  • Ability to operate well in a production team environment

  • Able and flexible to work extended hours

Critical Performance Competencies:

  • English Language

  • Accountability

  • Planning and Organization

  • Written and Verbal Communication

  • Change Management

  • Attention to Detail

  • Adaptability/ Flexibility

  • Intelligence

Value Competencies:

  • Displays passion for & responsibility to the customer

  • Hires, develops & rewards great people

  • Displays leadership through innovation in everything you do

  • Displays a passion for what you do and a drive to improve

  • Displays a relentless commitment to win

  • Displays personal & corporate integrity

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.

Additional Locations :