SAP SAP Concur - Service Coordinator APAC Job in Manila, Philippines

Requisition ID: 198637

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.

Job Overview:

SAP Concur is the world’s leading provider of on-demand Employee Spend Management services. SAP Concur helps organizations control costs by uniting online travel booking, automated expense claims, and streamlined invoice processing. SAP Concur's suite of award-winning on-demand services allow companies to get up and running quickly so they can focus on what’s most important. By automating and optimizing business processes, SAP Concur delivers actionable business intelligence and rapid ROI, helping companies increase efficiency, control employee spend and drive down operational costs. SAP Concur’s travel, expense and invoice solutions are trusted by thousands of companies and reach millions of employees worldwide.

Position Description:

As a Service Coordinator, you will be the primary point of contact for a defined customer group, working closely with functional and technical subject matter experts to communicate with customers regarding a variety of topics, ranging from support tickets to service performance and opportunities. The Service Coordinator will be responsible for ensuring clear, consistent communication and accountability for the overall customer communications experience. Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel and Expense Management delivered in the cloud is essential.

Responsibilities:

  • Establish and maintain a trusted relationship that works to ensure the customer’s overall satisfaction with our products and services.

  • Manage the onboarding process, including client communications and initial requirements gathering and/or confirmation.

  • Identify potential implementation challenges and communicate findings with Distribution and Success Delivery.

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

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

  • Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.

  • Manage multiple considerations, inquiries and concerns for clients concurrently, completing assigned tasks on schedule and within the designated timeframe.

  • Document all important dates and customer interactions in CRM.

  • Complete other activities and duties as needed.

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

Position Requirements (Education, Experience & Training):

  • Degree or equivalent experience.

  • Demonstrated proficiency in written and verbal communications.

  • Ability to pass a background check.

Job Specific Specialized Knowledge & Skills:

  • Experience with software as a service preferred.

  • Experience developing manual procedures, and supporting curriculum development and training efforts.

  • Process Review and Development

  • Successful experience working directly with customers.

  • Effective verbal and written communication skills.

  • Demonstrated ability to prioritize and manage workflow to meet deadlines.

  • Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.

  • Excellent organizational and planning skills.

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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