We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

What you'll do

•         Win customer loyalty by creating memorable experiences for customers.
•         Responsible to deliver ‘customer-centric service experience’ to our customers during every interaction.
•         Develop and maintain strong functional and technical product knowledge.
•         Work with our APAC, EMEA or AMER based customers in resolving their queries, issues related to SAP Concur Product.
•         Resolve customer issues with transparency and urgency.
•         Maintain ownership of the issue, manage client expectations & drive deliverables.
•         Provide regular updates on case statuses and escalate issues while maintaining the customer experience.
•         Create availability in daily schedule for customer calls.
•         Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
•         Participate in (or drive, as requested) minor projects or initiatives.
•         Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.
•         Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.
•         Conduct all external facing communication in a professional manner, and to a high level of customer service.
•         Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.
•         Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.
 

What you bring

•    Bachelor’s degree or equivalent
•    External customer facing experience preferred
•    Technical background with understanding of SQL preferred
•    3 or more years of experience in troubleshooting software / hardware / product / process / tool issues is preferred
•    Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills (English)          
•    Ability to express thought clearly & professionally for fluent customer interaction ( English )
•    Display passion for & responsibility to the customer, business & team
•    Ability to work in a diverse cultural environment and be agile for change
•    Research based learning oriented, analytical mindset for expert problem solving
•    Task based, process driven approach to achieving objectives
•    Schedule flexibility working on the weekdays & weekends
•    Ability to communicate in a foreign language is highly preferred
•    Preferable experience with SAP Concur products or on similar SaaS / Cloud products
•    Schedule flexibility working on the weekends and working in any shifts.
•    Preferable experience and knowledge in SQL, Python or any programming language for automation.