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Customer Support Specialist

2 weeks ago

Makati City, National Capital Region, Philippines SAP SE Full time

Company Overview

SAP SE is a global leader in enterprise software and solutions. Our company culture is centered around collaboration, innovation, and customer satisfaction. We empower our employees to bring out their best work and strive for excellence in everything we do.

Job Description

We are seeking an experienced CFE consultant to join our team as a Service Delivery Manager. As a key point of contact for our customers, you will be responsible for ensuring clear and consistent communication and accountability for the overall customer experience. Primary competence should be communication skills and an interest in delivering solutions to meet business requirements related to Travel and Expense Management delivered in the cloud is essential.

Responsibilities:

  • Onboard new customer or partner projects: facilitate data gathering for the implementation project.
  • Validate and define expectations and scope of work.
  • Serve as ongoing point of contact for an assigned portfolio of customers in relation to Post-Implementation Services.
  • Escalation management: coordination and documentation of customer escalations.
  • Triage: review and route client queries and service requests to appropriate teams.
  • Manage the project transition processes between Services and Support.
  • Assist with the onboarding activities for new members (training and knowledge transfer).
  • Service Request / Case work, as assigned per training, knowledge and experience.
  • Customer Project work, as assigned per training, knowledge and experience.
  • Any other similar task or responsibility as may be reasonably required.