Job Description

We help the world run betterAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.What you\xe2\x80\x99ll do

• Win customer loyalty by creating memorable experiences for customers.
• Responsible to deliver \xe2\x80\x98customer-centric service experience\xe2\x80\x99 to our customers during every interaction.
• Develop and maintain strong functional and technical product knowledge.
• Work with our America based customers in resolving their queries, issues related to SAP Concur Product.
• Resolve customer issues with transparency and urgency.
• Maintain ownership of the issue, manage client expectations & drive deliverables.
• Provide regular updates on cases statuses and escalate issues while maintaining the customer experience.
• Create availability in daily schedule for customer calls.
• Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.
• Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.
• Conduct all external facing communication in a professional manner, and to a high level of customer service.
• Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.
• Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.

What you bring

• Bachelor\xe2\x80\x99s degree or equivalent. Preferred Travel & Tourism qualification.
• External customer facing experience.
• TMC experience preferred
• 4 to 7 years of total experience with 3 years relevant experience in travel management/corporate travel/GDS.
• Ability to express thoughts clearly & professionally for fluent customer interaction (English).
• Display passion for & responsibility to the customer, business & team.
• Research based Learning oriented, analytical mindset for expert problem solving
• Task based, process driven approach to achieving objectives
• Schedule flexibility working on the weekends and should be flexible to work on any shift (APAC/EMEA/AMER)
• Preferable experience with SAP Concur products or on similar SaaS / Cloud products.
• Preferable technical know-how on Selenium, Python or any programming language for automation

Meet your teamDelight Customers. Always! is our leading vision as members of Product Support-Concur.Product Support-Concur Engineer receives issues faced by customers for our market leading cloud-based Travel & Expense solution. The Engineer research on issue(s) across various resources, troubleshoots the problems and provides prompt resolution to the customer within the SLA Timelines. The SAP Concur support is often consultative & addresses intermediate to advanced service-related issues.#LifeatSAP #LifeatConcur #WorkatConcur #WeWorkWithAwesome #solutionsupport\xe2\x80\x8bBring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.We win with inclusionSAP\xe2\x80\x99s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone \xe2\x80\x93 regardless of background \xe2\x80\x93 feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training.EOE AA M/F/Vet/Disability:Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.Requisition ID: 399590 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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