customer engagement associate - Night ShiftSAP

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. That's 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 it's the best-run businesses that make the world run better and improve people's lives.
Position Description:
Under moderate supervision, the Specialist will assist the Client Success Management Team with their day-to-day tasks - from processing contract requests, credit memos, and client disconnects, to performing adhoc tasks such as creation of reports and dashboards using the CRM Tool. This role is non-client facing and will mostly interact only with internal clients from different departments across SAP Concur.
Key to success in this position are: ability to process the mentioned tasks in a timely and accurate manner, communicate effectively with different departments within the organization, make significant suggestions, feedback, and actions in improving the current processes, and the endless pursuit to learning.
Responsibilities:
-Create customer contracts for add-on services using our internal contract system (currently BMI).
-Create and submit credit memos that are requested by our customers. This includes collecting and attaching relevant supporting information, detailing the situation at a high level and understanding SAP Concur's credit philosophy.
-Assist with the internal processing of customer terminations.
-Upon receiving an internal task, provide customers a copy of SAP Concur standard documentation
-Identify and implement improvements to these processes, to streamline and improve the speed and efficiency of the work.
-Participate in team discussions with a focus on identifying trends or commonalities in credits and terminations, to communicate and develop practices that reduce the volume of credits and terminations. Ensure the best interests of both clients and SAP Concur are being fairly and objectively represented in these discussions.
-Other duties/special projects as assigned.
-Be aware of, and comply with, all corporate policies.
Position Requirements
Qualifications
Education, Experience & Training required:
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-Minimum 3 years' experience in client service capacity with a high level of interaction with internal/external clients and partners.
-BA/BS degree
-Software as a Service (SaaS) industry experience with high volume account base
-Ability to pass a background check.
Job Specific Specialized Knowledge & Skills:
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-Strong attention to detail and ability to work efficiently and swiftly.
-Aptitude to analyze a situation and recommend strategies and action plans.
-General understanding of business, financial systems and organizational decision-making.
-Strong written and verbal communication skills.
-Demonstrated aptitude to assess and analyze issues/data and develop or implement appropriate plan to resolve.
-Proven ability to engage and interact with internal teams to resolve issues.
-Planning and organizational capabilities.
-Ability to give presentations to small groups of people.
-Ability to understand software best practices and capabilities
-Knowledge of Salesforce and BMI is helpful.
Critical Performance Competencies:
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-Business Acumen/Strategic Business Perspective - demonstrates business/marketplace knowledge (policies, practices, trends, etc.)
-Client Value Creation - demonstrates concern for meeting internal and external clients' needs in a manner that provides satisfaction and excellent results for the client
-Influence - uses appropriate interpersonal styles and methods to influence internal and external clients, enhancing Concur's financial success
-Interpersonal - builds and maintains trusting relationships with associates and clients
-Change Management - initiates, manages or participates in the change process and energizes it on an ongoing basis, taking steps to remove barriers and accelerate its pace
-Energy/Drive - exhibits strong desire to achieve
-Personal/ Professional Effectiveness - demonstrates ability to be self-directed and self-motivated
-Intelligence - acquires understanding and absorbs new information rapidly
-Planning and Organizing - optimizes use of time and resources to achieve desired results
-Accountability - holds self and others accountable for results
Value Competencies:
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-Displays passion for & responsibility to the customer
-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
EOO:
-Equal Opportunity Employer, M/F/D/V
Physical and Cognitive or Mental Requirements:
Concur is a dynamic, growing and fast-paced organization. As such, successful employees are able to work in a fast-paced environment, managing multiple priorities often under tight deadlines. This typically requires working a 40+ hour work week to accomplish performance objectives. Candidate must be willing to work night shift. Work from home arrangement is available until the end of the year (subject for review).
SAP Concur is a SaaS company. Employees must be technically savvy with the ability to use the computer/keyboard and telephone to conduct business. The ability to creatively problem solve to our core value of 'Leadership through innovation in everything we do'. Many positions within Concur are customer facing so written, verbal and interpersonal communications skills are required for most of opportunities with SAP Concur.
Confidentiality and our core value 'Personal and corporate integrity' are critical components being that Concur is a publicly traded company and working towards building a great, enduring company.
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 you're searching for a company that's 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.
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 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: -a-Careers.NorthAmericasap or -a-Careers.LatinAmericasap, APJ: -a-Careers.APJsap, EMEA: -a-Careerssap).
Successful candidates might be required to undergo a background verification with an external vendor.
Tiptopjob

Makati City, Metro Manila
Permanent
Full-time