Full Job Description
Requisition ID: 278733
Work Area: Customer Service and Support
Expected Travel: 0 – 10%
Career Status: Graduate
Employment Type: Regular Full Time
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.
CIC is a valued and trusted team where the customer is at the center of everything. Our strategy is to delight customers always and be a driving force to ensure Customer success. Be a part of the Next Generation Support by aligning the customer expectations and improving customer experience anywhere on any device. Embrace changes as an opportunity and expand the reach into cloud with a goal to provide unified customer experience.
Keeping the strategy in mind continue to deliver core operational excellence by providing real time assistance to our customers every day. Guide and empower customers to utilize all SAP tools.
Through a culture of innovation and continuous learning, the CIC team is the foundation of everything we do.
Ensure customers come first and put yourselves in customer shoes when making decisions and viewing our processes and programs 24/7.Move fast from idea to value.
Support customers with non-technical queries displaying exceptional customer service.
To follow predefined procedural quality standards ensuring customer messages are prioritized correctly.
To seek out opportunities to add value to customers during all interactions
Diagnosing and anticipating current and future customer needs and provide assistance with both.
Engage with and provide feedback on, processes and procedures with a view to possible improvements
Maintaining a pleasant working environment for your team.
Key Responsibilities and Tasks:
Managing incoming calls, chat and emails related to customer service inquiries well within the set SLA’s
Take ownership of escalations and follow up until closure. Identify and recommend areas for improvement in all areas in which tasks are performed
Strong interpersonal skills: team player and consensus-builder, proactive networking attributes, execution focus, and ability to drive change
Participate in weekend support activities
Ability to work flexibly, multi-task, prioritize, and manage time effectively
A bachelor’s degree in Administration or related field with 1-3 years of experience.
Excellent interpersonal, written and oral communication skills.
Knowledge of Microsoft PowerPoint, Excel, macros will be an advantage
Knowledge of mediation and conflict resolution techniques is preferable.
Ability to adapt to new processes and work accurately in a fast paced, rapidly changing environment.
Possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism
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: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected]).
Successful candidates might be required to undergo a background verification with an external vendor.
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