• SAP Concur-Customer Support Specialist Jobs in China - 25172570

  • SAP Labs Pvt Ltd
  • China

Job Description:

City Dalian, 21, CN

Company SAP

Requisition ID 234747
Work Area Consulting and Professional Services
Expected Travel 0 - 10 PERCENT
Career Status Professional
Employment Type Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new Together, they changed enterprise software and reinvented how business was done Today, as a market leader in enterprise application software, we remain true to our roots Thats why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all We believe that together we can transform industries, grow economics, lift up societies and sustain our environment Because its the best-run businesses that make the world run better and improve peoples lives

Job Overview

The Customer Support Specialists primary function is to effectively support applications for both internal and external customers Support includes site navigation and system troubleshooting The foundation of this role is built on customer satisfaction, service and the delivery of consistent high-level support Specialists will provide complete satisfaction for all customer interactions This role is expected to be self-motivated, proactive, and demonstrate a passion for continuous learning

Responsibilities

Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal)
Present the company in a positive and fair manner with timely updates and knowledgeable answers
While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP
Support customers with functional questions displaying exceptional customer service, knowledge and oral/written communication skills
Responsible for follow-up activities with external customers regarding quality concerns
Document transactions in CRM system
Create content for knowledge base systems
Diagnose and anticipate current and future customer learning needs and provide assistance with both
Obtain detailed and accurate information relating to the business impact of customers issues utilizing effective questioning/troubleshooting techniques
Be aware of and comply with all corporate policies
Be able to be on-call during some holidays and some weekends for emergency issues

Qualifications

Education, Experience & Training required

2 years customer-facing work experience
Ability to work within structured time frames that provide limited flexibility
External and Internal client experience
Experience with creative problem solving for customers
Experience providing customer support in a Help Desk or Call Center is preferred
Superior customer service skills with experience in handling difficult customer situations
Experience in successfully mentoring new hires and current employees
Ability to prepare complete and accurate process/knowledge documents
Associates or Bachelors Degree Preferred
Intermediate Microsoft Office, Word, Presentation and Reporting Skills

Job Specific Specialized Knowledge & Skills

Excellent analytical, written and verbal communication skills, including persuasion and documentation skills
Ability to think logically
Ability to plan and to prioritize
Ability to deliver results and meet SLAs in a fast-paced environment
Familiar with Windows OS, basic security and its built-in applications
Experience in utilizing a CRM system to track and resolve issues

WHAT YOU GET FROM US

Success is what you make it At SAP, we help you make it your own A career at SAP can open many doors for you If youre searching for a company thats dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now

SAPS DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas CareersNorthAmericasapcom or CareersLatinAmericasapcom, APJ CareersAPJsapcom, EMEA Careerssapcom)

Successful candidates might be required to undergo a background verification with an external vendor

Additional Locations

Job Segment SAP, ERP, Consulting, CRM, Customer Service, Technology

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 20th May 2020

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