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Concur: Customer Engagement Specialist

1 week ago

Makati City, National Capital Region, Philippines SAP Full time

Job Description

The role of the Client Services Specialist at SAP Concur is to provide exceptional customer service and relationship management skills. The ideal candidate will have experience in production and/or call center activities, with superior customer service skills and excellent written and verbal communication skills.

Key Responsibilities:

  • Act as a trusted consultant for SAP Concur Audit responsible for helping customers effectively utilize the services.
  • Maintain client relationships through engaging customers proactively via conference calls or email.
  • 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.
  • Liaise with key stakeholders and/or decision makers to determine correct audit guidelines requirements.
  • Analyze, identify opportunities, and create sound action steps with the customer's Audit service.
  • Review available resources and use applicable tools to confirm correct Expense and Audit set up.
  • Run through Intelligence Standard/Tech Support Admin Reports and provide analysis/updates on a regular basis.
  • Empowered to manage escalated issues by taking ownership of difficult customer situations, and is responsible for creating a plan of action.
  • Track customer interactions/activities using CRM.
  • Actively participate in collaborative projects focused on audit, working closely with various Support Teams to drive process enhancement and optimization.