SAP EMEA Client Services Specialist - Sittingbourne Job in Sittingbourne, United Kingdom

Reporting to the Manager of EMEA Client Services, the Client Services Specialist is a highly focused position responsible for ensuring clients that have purchased the Audit Services are provided excellent customer service. In addition to this the Client Service Specialist will carry out on-boarding activities. The Client Service Specialist will ensure that all service requests sent via phone or email are handled in a timely and accurate manner and that all issues are resolved and escalated as appropriate. This position is knowledgeable of all audit reporting aspects, communications terminology and technology, and organizational procedures.

Key Responsibilities:

  • 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

  • Configure Audit clients so that Auditors supporting their account can provide accurate auditing. Providing any configuration support for updates identified after the on-boarding has occurred.

  • Work with the Implementation Project Manager assigned to the new Audit client to timely on-board the client to the Audit service.

  • Collaborate with Audit OPS, GACC, Quality, Training and Onboarding as well as Client Support, Implementations, Service Administration and Client Success Management when necessary to determine available options and address client issues

  • Track customer interactions/activities using the recommended productivity tracker (CRM)

  • Prepare for incoming client inquiries by studying Concur Audit Service features, processes and procedures

  • Run thru Standard Reports and provide analysis/updates on a regular basis

  • Manage escalated issues through client communication and negotiation

  • Update job knowledge by participating in team huddles, calibration sessions and other educational opportunities

  • Engage customers proactively by setting up conference calls and/or providing written updates at least on a monthly basis

  • Accomplish customer service and company mission by completing related results as needed

Qualifications

Job Knowledge, Skills and Abilities:

  • Experience with Audit functionality

  • Experience in system configuration activities.

  • Experience in production and/or call center activities

  • Strong verbal and written communication skills with the ability to follow through on requests

  • Effective knowledge of customer care techniques and processes

  • Exceptional analytical and listening skills

  • Ability to operate well in a Production team environment

  • Ability and flexibility to work extended hours

  • Proficient in Salesforce, Microsoft Word, Excel & Outlook

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

  • Displays Global Service Principles

EEO:

  • Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team. (M/F/D/V)

Physical and Cognitive or Mental Requirements:

Major job activities – physical requirements:

  • Use of computer and keyboard for extended periods of time on most or all workdays

  • Use of telephone – throughout the workday as needed to conduct business

  • Working under time pressure

  • Working rapidly for long periods

  • Communicating and interacting with others

Main job activities – mental requirements:

  • Multiple concurrent tasks

  • Ability to perform under stress

  • Reading and comprehension

  • Writing

  • Problem solving

  • Confidentiality

  • Customer contact

Working environment (where major activities are carried out):

  • Indoors in an office or control room

Working hours:

  • 37.5 hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness

  • Flexibility as to the specific working hours may be required or available

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.

Reporting to the Manager of EMEA Client Services, the Client Services Specialist is a highly focused position responsible for ensuring clients that have purchased the Audit Services are provided excellent customer service. In addition to this the Client Service Specialist will carry out on-boarding activities. The Client Service Specialist will ensure that all service requests sent via phone or email are handled in a timely and accurate manner and that all issues are resolved and escalated as appropriate. This position is knowledgeable of all audit reporting aspects, communications terminology and technology, and organizational procedures.

Key Responsibilities:

  • 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

  • Configure Audit clients so that Auditors supporting their account can provide accurate auditing. Providing any configuration support for updates identified after the on-boarding has occurred.

  • Work with the Implementation Project Manager assigned to the new Audit client to timely on-board the client to the Audit service.

  • Collaborate with Audit OPS, GACC, Quality, Training and Onboarding as well as Client Support, Implementations, Service Administration and Client Success Management when necessary to determine available options and address client issues

  • Track customer interactions/activities using the recommended productivity tracker (CRM)

  • Prepare for incoming client inquiries by studying Concur Audit Service features, processes and procedures

  • Run thru Standard Reports and provide analysis/updates on a regular basis

  • Manage escalated issues through client communication and negotiation

  • Update job knowledge by participating in team huddles, calibration sessions and other educational opportunities

  • Engage customers proactively by setting up conference calls and/or providing written updates at least on a monthly basis

  • Accomplish customer service and company mission by completing related results as needed

Qualifications

Job Knowledge, Skills and Abilities:

  • Experience with Audit functionality

  • Experience in system configuration activities.

  • Experience in production and/or call center activities

  • Strong verbal and written communication skills with the ability to follow through on requests

  • Effective knowledge of customer care techniques and processes

  • Exceptional analytical and listening skills

  • Ability to operate well in a Production team environment

  • Ability and flexibility to work extended hours

  • Proficient in Salesforce, Microsoft Word, Excel & Outlook

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

  • Displays Global Service Principles

EEO:

  • Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team. (M/F/D/V)

Physical and Cognitive or Mental Requirements:

Major job activities – physical requirements:

  • Use of computer and keyboard for extended periods of time on most or all workdays

  • Use of telephone – throughout the workday as needed to conduct business

  • Working under time pressure

  • Working rapidly for long periods

  • Communicating and interacting with others

Main job activities – mental requirements:

  • Multiple concurrent tasks

  • Ability to perform under stress

  • Reading and comprehension

  • Writing

  • Problem solving

  • Confidentiality

  • Customer contact

Working environment (where major activities are carried out):

  • Indoors in an office or control room

Working hours:

  • 37.5 hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness

  • Flexibility as to the specific working hours may be required or available

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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