SAP - Manila



Requisition ID: 171897
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Job Objective:

Reporting to the Client Services Lead, the Client Services Specialist will represent Concur 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.

Key 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

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

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


    Major 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

  • 40+ 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

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 interested in applying for employment with SAP and 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). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: