Care Services Consultant EMEA

4 weeks ago

Makati City, National Capital Region, Philippines Cagayan State University Full time

Serve as a key point of contact for a defined customer group, managing communications, support, and service delivery for cloud-based Travel and Expense Management solutions.

Your Role

Key responsibilities include:

  • Acting as a primary contact for a defined customer group, collaborating with Support, Care Services consultants, and Customer Success Partners.
  • Communicating with customers on topics such as support tickets, configuration changes, service performance, and other opportunities.
  • Ensuring clear, consistent communication and accountability for the overall customer communications experience.
  • Facilitating data gathering for onboarding new customer or partner projects.
  • Validating and defining expectations and scope of work.
  • Serving as the ongoing point of contact for an assigned portfolio of customers in relation to Post-Implementation Services.
  • Managing escalation processes, including coordination and documentation of customer escalations.
  • Triaging client queries and service requests to appropriate teams.
  • Managing project transition processes between Services and Support.
  • Assisting with onboarding activities for new team members, including training and knowledge transfer.
  • Handling Service Request / Case work and Customer Project work as assigned, based on training, knowledge, and experience.
  • Performing any other similar tasks or responsibilities as may be reasonably required.
About You

The ideal candidate will have:

  • Bachelor's Degree in any field or equivalent work experience.
  • Demonstrated proficiency in written and verbal communications in French or German.
  • Ability to pass a background check.
  • Previous experience in a customer-facing role is a plus.
  • 0–3 years of working experience.
  • Ability to be self-directed and work independently.
  • Task-oriented approach.
  • Customer management skills.
  • Excellent communication skills.
  • Strong organizational skills.
  • Strong analytical and problem-solving skills.
  • Adaptability to changes in work schedule or shifts as required by business needs.
Benefits
  • Competitive salary package.
  • Health and wellness benefits.
  • Paid time off and holidays.
  • Employee assistance programs.
  • Retirement savings plans.
  • Access to SAP's employee discounts and perks.
Training & Development
  • Comprehensive onboarding and training programs.
  • Ongoing professional development and knowledge transfer.
  • Opportunities for mentorship and skills enhancement.
Career Progression
  • Clear pathways for advancement within SAP's Care Services and Customer Success teams.
  • Opportunities to move into senior consulting, project management, or customer success roles.
How to Apply
  • Submit your application following the instructions provided in the job posting, ensuring all required documents and information are included.
  • Click the "Apply on employer site" button on this page.

"This job may close before the stated closing date, you are encouraged to apply as soon as possible."

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