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

Requisition ID: 199273

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

As a Service Coordinator Supervisor, you work closely with technical subject matter experts to communicate the solutions to client concerns. This role will demonstrate strong written and verbal communication skills. You will serve as the primary point of contact and have direct interaction with clients. Primary competence should be communication skills, but an interest in the delivery of solutions to business requirements related to Travel and Expense Management, and cloud-based solutions is essential.

The Service Coordinator Supervisor mentors less experienced team members, provides guidance on best practices, enables communication and collaboration with internal customers, and engages in the constant improvement and adaptation of the team’s processes and resources.

The Service Coordinator Supervisor will also act as a resource for members of the team as a subject matter expert. You will serve as an escalation point for matters relating to other team members’ clients. In addition, the lead will assist in the workflow management for incoming requests (ad hoc assistance requests), escalations, and new client assignment requests as well.

Some other activities in which a Service Coordinator Supervisor will play an important role include: participating in Coordinator reviews, hiring, reporting on productivity, and helping team members develop annual objectives.

Responsibilities

  • Build relationship to effectively communicate and work with customer/internal teams/stakeholders

  • 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 teams.

  • Review, edit and finalize the communication of solutions to issues and questions. These cases are logged by clients and responded to by teams of resources that work with specific areas of the product.

  • Draft and/or finalize one to many client-facing communications. These can be standard responses to common questions, or concerns, as well as correspondence related to a wide spread incident or service disruption. When needed, technical details for this form of correspondence would be provided by subject matter experts.

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

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

  • Able to work in a fast-paced environment where 30 – 40 client interactions managed in a work day.

  • Develop and leverage knowledge about Concur’s solutions and service offerings in order to set appropriate expectations in client communications.

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

  • Establish and maintain relationship with customer as it relates to Support to build their trust and confidence.

  • Works with manager to accomplish departmental objectives and goals.

  • May occasionally provide subject-matter expertise and technical expertise to department teams and clients.

  • Document all important dates and customer interactions in CRM.

  • Completes other activities and duties as needed.

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

Qualifications, Experience and Education

  • Degree or equivalent experience.

  • Demonstrated proficiency in written and verbal communications. Job Specifics

  • Experience with software as a service (hosted) 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.

  • Communication Planning

  • Learning Services (Knowledge Transfer) planning

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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