SAP Concur: Client Services Specialist I

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. 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.

Job Objective:

Reporting to the Client Services Lead, the Client Services Specialist will represent SAP Concur to customers who purchased Concur Audit. The CSS is a highly focused individual with superior customer service and relationship management skills. The position requires constant communication with key stakeholders where requests and inquiries via phone and e-mail are handled timely and accurately. The position also requires knowledge of all audit reporting aspects, communications terminology and technology, and organizational procedures.

Key Responsibilities:

• Act as a trusted consultant for SAP Concur Audit responsible for helping customers effectively utilize the services.
  • Monitor the monthly audit data to guarantee optimal utilization of the service and offer appropriate recommendations when necessary.
• Maintain client relationships through engaging customers proactively via conference calls or email.
  • Send a monthly touch base email or facilitate a conference call discussing their audit metrics as needed.
• Support incoming client queries by reviewing previous inquiries and responses, collecting and investigating data, compiling and sending out information, and confirming the client's comprehension of the details provided.
  • Conduct basic audit review, covering recognition of Classic vs. ML-backed questions, and Answer Options, Reason Codes, and Results.
• Liaise with key stakeholders and/or decision makers to determine correct audit guidelines requirements.
  • Collaborate with the Configurations Team, Account Managers, and other Support Teams to establish accurate audit directives and identify best options for any client concerns.
• Analyze, identify opportunities, and create sound action steps with the customer's Audit service.
  • Assess specific trends through monthly audit report analysis and provide action plan to resolve any identified audit opportunities.
• Review available resources and use applicable tools to confirm correct Expense and Audit set up.
  • Maximize the use of audit tools like HMC, Salesforce, and Wiki page to rectify any audit issues.
• Run through Intelligence Standard/Tech Support Admin Reports and provide analysis/updates on a regular basis.
  • Analyze data by utilizing Standard Audit Reports and provide recommendation to help clients maximize their audit service.
• Empowered to manage escalated issues by taking ownership of difficult customer situations, and is responsible for creating a plan of action.
  • Handle escalations by undertaking pre- and post-call preparations and disseminating communication to both internal and external stakeholders.
• Track customer interactions/activities using CRM.
  • Documentation through Salesforce is a must and IC must ensure that all communications are recorded to facilitate the tracking of historical data associated with clients' reported concerns.
• Actively participate in collaborative projects focused on audit, working closely with various Support Teams to drive process enhancement and optimization.
• Accomplish customer service and company mission by completing related results as needed.

Qualifications

Job Knowledge, Skills and Abilities:

• Experience in production and/or call center activities
• Superior customer service skills with proven ability to de-escalate customer complaints/problems
• Excellent written and verbal communication skills
• Professional phone presence and good interpersonal skills
• Exceptional analytical and listening skills
• Strong data entry and typing skills
• Proficiency in operating computer applications
• Ability to operate well in a production team environment
• Able and flexible to work extended hours

Critical Performance Competencies:

• Accountability
• Planning and Organization
• Written and Verbal Communication
• Change Management
• Attention to Detail
• Displays passion for & responsibility to the customer
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity

EEO:

• Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team.

Working environment:

• Indoors in an office or control room

Working hours:

• 40+ hours per week will typically be necessary to accomplish performance objectives.
• Flexibility as to the specific working hours may be required or available.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. SAP has evolved to become a market leader in end-to-end business application software and related services. At SAP, you can bring out your best.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.

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, sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 407765 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.