ManilaRequisition ID: 226099Work Area: Customer Service and SupportExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full Time
COMPANY DESCRIPTIONSAP 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.
Position Description:
Reporting to the Client Services Lead, the Client Services Specialist will represent company to customers who purchased Concur Audit and Invoice Capture Services. The CSS is a highly focused individual with superior customer service and relationship management skills. The position requires constant communication with key stakeholders where requests and inquiries via phone and e-mail are handled timely and accurately. In addition, the CSS will identify opportunities to offer information and provide product or service suggestions to suit the customer’s needs and improve existing relationships. The position requires an excellent ability to communicate with all levels of staff, including executive management and must be able to manage difficult conversations and accept responsibility for decisions and situations. The position also requires knowledge of all audit reporting aspects, communications terminology and technology, and organizational procedures.
Responsibilities:
Act as a trusted consultant for Concur Audit and/or Invoice Capture responsible for helping customers effectively utilize the services
Maintain client relationships through engaging customers proactively via conference calls or email
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
Liaise with key stakeholders and/ or decision makers to determine correct audit guidelines based on the client’s Travel and Expense Policies
Review available resources and use applicable tools to confirm correct Expense and Audit set up
Run thru Standard Reports and provide analysis/updates on a regular basis
Manage escalated issues through client communication and negotiation
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 CRM
Update product and job knowledge by participating and contributing to internal discussions, brainstorming sessions, and trainings
Accomplish customer service and company mission by completing related results as needed
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
Ability and flexibility to work extended hours
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 COMMITMENTTo 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: ********** or **********, APJ: **********, EMEA: **********).
Successful candidates might be required to undergo a background verification with an external vendor.
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