Client Support Representative I - Sittingbourne Job

Job description

Provides first level support for Concur solutions, which includes assistance with service features and Customer’s specific policies and procedures, along with navigational support. Documents, routes, tracks, escalates and updates customers on status of issues as required.

Responsibilities:

·  Provides first tier support, including assistance with service features, Customer’s policy and procedures, and navigational support.
·  Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.
·  Utilizes tools and systems proficiently to track activity and insure knowledge base integrity and utilization.
·  Provides additional duties as deemed necessary to achieve and produce a high quality support solution
·  Be aware of, and comply with, all corporate policies.

Position Requirements

Education, Experience & Training required:

·  Ability to work in a fast-paced environment, handling multiple priorities
·  Ideally should have one or more years of customer service experience, preferably in a phone environment.
·  Must possess excellent written and verbal communication skills.
·  Ability to communicate with individuals at all levels of an organization.
·  Strong one-on-one interpersonal skills.
·  Ability to set priorities, meet deadlines and work independently.
·  Ability to work in a team environment and be open to change.
·  Must be able to maintain confidentiality.
·  Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

·  Job requires frequent communication via telephone and e-mail.
·  Must work overtime as needed to meet critical business objectives.

Critical Performance Competencies:

·  Accountability
·  Interpersonal
·  Decisiveness/Judgment
·  Communication and Influence
·  Teamwork
·  Stress Management
·  Analytical Skills
·  Adaptability/Flexibility
·  Process Management/Quality
·  Motivation

Value Competencies:

·  Displays passion for & responsibility to the customer
·  Hires, develops & rewards great people
·  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

COMPANY DESCRIPTION

As you know, SAP’s vision is to help the world run better and improve people’s lives.

As THE cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.

We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your intets, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’re able to build your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.

Provides first level support for Concur solutions, which includes assistance with service features and Customer's specific policies and procedures, along with navigational support. Documents, routes, tracks, escalates and updates customers on status of issues as required.

Responsibilities:

·  Provides first tier support, including assistance with service features, Customer's policy and procedures, and navigational support.
·  Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.
·  Utilizes tools and systems proficiently to track activity and insure knowledge base integrity and utilization.
·  Provides additional duties as deemed necessary to achieve and produce a high quality support solution
·  Be aware of, and comply with, all corporate policies.

Position Requirements

Education, Experience & Training required:

·  Ability to work in a fast-paced environment, handling multiple priorities
·  Ideally should have one or more years of customer service experience, preferably in a phone environment.
·  Must possess excellent written and verbal communication skills.
·  Ability to communicate with individuals at all levels of an organization.
·  Strong one-on-one interpersonal skills.
·  Ability to set priorities, meet deadlines and work independently.
·  Ability to work in a team environment and be open to change.
·  Must be able to maintain confidentiality.
·  Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

·  Job requires frequent communication via telephone and e-mail.
·  Must work overtime as needed to meet critical business objectives.

Critical Performance Competencies:

·  Accountability
·  Interpersonal
·  Decisiveness/Judgment
·  Communication and Influence
·  Teamwork
·  Stress Management
·  Analytical Skills
·  Adaptability/Flexibility
·  Process Management/Quality
·  Motivation

Value Competencies:

·  Displays passion for & responsibility to the customer
·  Hires, develops & rewards great people
·  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

SAP'S 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 interested in applying for employment with SAP and 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: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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Job Segment: Customer Service Representative, ERP, SAP, Cloud, Customer Service, Technology