Customer Interaction Centre Support Associate Job

Job description

Requisition ID: 99743
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

PURPOSE AND OBJECTIVES

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. SAP has sales and development locations in more than 50 countries worldwide. SAP applications and services enable more than 248,500 customers worldwide to operate profitably, adapt continuously and grow sustainably.

We believe that the power of our people, products and partners unleashes growth and creates significant new value for our customers, SAP, and ultimately entire industries and the economy at large.

EXPECTATIONS AND TASKS

Inbound Handling - Taking inbound customer calls, emails and service requests. Being able to analyse customer's non-technical queries, research possible solutions and provide solid answers easily understood by the customer.

Customer Education – Assisting customer's to navigate the SAP Support Portal, in turn educating the customers on how to use functions such as downloading software and requesting license keys which are used frequently.

Business Impact – Evaluating from a commercial perspective how the customer's technical issue affects their daily business processes through gathering comprehensive business impact information from the customer.

Teamwork – Collaborating with front line team members and colleagues from other departments to provide customer feedback and process improvement suggestions. To engage with appropriate stakeholders on a daily basis ensuring that critical customer cases are resolved effectively and in a timely manner.

CONTRACT TERMS:

· 12 months with possible prolongation (maternity leave)
· full day
· social package

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

· Graduate of Business or IT related discipline.
· Russian - native, fluency in English with excellent communication skills.
· 2nd European language will be your plus – French or German preferable.
· A strong team player with good communication skills.
· Commitment to provide excellent customer service.
· Flexibility with working hours
· Experience in customer service will be your plus

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.

Additional Locations: No Selection

Job Segment: ERP, SAP, Cloud, Business Process, Technology, Research, Management
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