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Job Overview:

As a member of Shared Services team, Service Coordinator takes essential role in the full lifecycle of SAP Concurs customer journey from customer onboarding after contract is signed to the project transition after project go-live, from daily case interaction with Essential Care customers to escalation management for critical situation. Service Coordinator is the trusted partner for our customers and functional expert for SAP Concur product & Services.

Responsibilities:

• Establish and maintain a trusted relationship with customer to achieve overall satisfaction with our products and services.

• Manage the onboarding process, including internal Sales-2-Services meeting, client communications, etc.

• Manage the activating support process to ensure customers can start the Expertise & Care and Support services after the project go-live.

• Communicate and collaborate with internal teams as required.

• Provide consultation services on customers functional queries and fulfill customers configuration change request according to Essential Care services scope.

• Identify new business opportunities and share the information with relevant teams.

• Communicate with customers on issues and questions related to the use of Concurs products and services. Review, edit and finalize the communication of solutions to issues and questions.

• Act as escalation point to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to more technical challenges.

• Update important project and case information in Salesforce.

• Complete other activities and duties as needed.

• Be aware of, and comply with, all corporate policies.

Qualification:

• Chinese native speaker. Fluent in English communication for both written and oral.

• BA/BS degree (or above) is mandatory.

• Minimum 2-3 years working experience.

• Major in Computer Science, finance or equivalence.

• Previous experience on Project functional consultant and/or Application Management Services consultant is preferred.

• Experience in SAP Concur or SaaS is desired.

• SAP Functional Skill (esp. FI, CO, MM) is preferred.

• Proficient in Communication skill.

• ITIL knowledge (certificate) is a plus.

• Experience with software development is a plus (not mandatory).

• Strong understanding on project and services process.

• Strong teamwork and customer service spirit

• Strong learning agility

• Strong analytic skills to analyze the historic case data and identify improvement opportunity (case volume reduction, new business requirements, etc.) for customer based on the trend.

• Additional language skills (Cantonese, Japanese, Korean) is a plus (not mandatory).

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves.At SAP,you can bring out your best.

We win with inclusion

SAPs culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone regardless of background feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 398373 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.