Sap Concur: Client Services Specialist I - Expense Audit

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Job Objective:  Reporting to the Client Services Lead, the Client Services Specialist will represent SAP Concur to customers who purchased Concur Audit. The CSS is a highly focused individual with superior customer service and relationship management skills. The position requires constant communication with key stakeholders where requests and inquiries via phone and e-mail are handled timely and accurately. In addition, the CSS will identify opportunities to offer information and provide product or service suggestions to suit the customer's needs and improve existing relationships. The position requires an excellent ability to communicate with all levels of staff, including executive management and must be able to manage difficult conversations and accept responsibility for decisions and situations. The position also requires knowledge of all audit reporting aspects, communications terminology and technology, and organizational procedures.
Key Responsibilities: Act as a trusted consultant for SAP Concur Audit responsible for helping customers effectively utilize the services. Monitor the monthly audit data to guarantee optimal utilization of the service and offer appropriate recommendations when necessary. Maintain client relationships through engaging customers proactively via conference calls or email. Send a monthly touch base email or facilitate a conference call discussing their audit metrics as needed. When conducting a call, adequate preparation must be observed, and a visual presentation illustrating the data should be readied. Support incoming client queries by reviewing previous inquiries and responses, collecting and investigating data, compiling and sending out information, and confirming the client's comprehension of the details provided. Conduct basic audit review, covering recognition of Classic vs. ML-backed questions, and Answer Options, Reason Codes, and Results. Analyze top exceptions and correlate it with the existing questions and recommend basic Audit Profile changes. Liaise with key stakeholders and/ or decision makers to determine correct audit guidelines requirements. Collaborate with the Configurations Team, Account Managers, and other Support Teams (Audit OPS, GACC, Quality, Training and Onboarding as well as Client Support) to establish accurate audit directives and identify best options for any client concerns. Analyze, identify opportunities, and create sound action steps with the customer's Audit service. Assess specific trends through monthly audit report analysis and provide action plan to resolve any identified audit opportunities including but not limited to, overages, underutilization & high failure rate. Conduct calibration as needed to assist in improving any accuracy issues identified following the process which includes preparation of calibration materials and facilitating the session with the designated audience. Review available resources and use applicable tools to confirm correct Expense and Audit set up. Maximize the use of audit tools like HMC, Salesforce, and Wiki page to rectify any audit issues, offer optimal recommendations, and appropriately direct clients to the relevant team. Run thru Intelligence Standard/Tech Support Admin Reports and provide analysis/updates on a regular basis. Analyze data by utilizing Standard Audit Reports and provide recommendation to help clients maximize their audit service and improve their audit metrics. Empowered to manage escalated issues by taking ownership of difficult customer situations, and is responsible for creating a plan of action. Handle escalations by undertaking pre- and post-call preparations, disseminating communication to both internal and external stakeholders, and create an action plan in collaboration with the designated Supervisor and other relevant teams. Track customer interactions/activities using CRM. Documentation through Salesforce is a must and IC must ensure that all communications are recorded to facilitate the tracking of historical data associated with clients' reported concerns. Actively participate in collaborative projects focused on audit, working closely with various Support Teams to drive process enhancement and optimization. Accomplish customer service and company mission by completing related results as needed. Qualifications Job Knowledge, Skills and Abilities :
Experience in production and/or call center activities Superior customer service skills with proven ability to de-escalate customer complaints/problems Excellent written and verbal communication skills Professional phone presence and good interpersonal skills Exceptional analytical and listening skills Strong data entry and typing skills Proficiency in operating computer applications (including but not limited to Microsoft Office, Salesforce, etc) Ability to operate well in a production team environment Able and flexible to work extended hours Critical Performance Competencies: English Language Accountability Planning and Organization Written and Verbal Communication Change Management Attention to Detail Adaptability/ Flexibility Intelligence 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 EEO: Concur is an Equal Opportunity Employer and applies this policy to all applicants and employees. We are committed to hiring and valuing a global diverse work team. (M/F/D/V) Major job activities – physical requirements Use of computer and keyboard for extended periods of time on most or all workdays Use of telephone – throughout the workday as needed to conduct business Working under time pressure Working rapidly for long periods Communicating and interacting with others Major job activities – mental requirements Multiple concurrent tasks Ability to perform under stress Reading and comprehension Writing Problem solving Confidentiality Customer contact Working environment (where major activities are carried out) Indoors in an office or control room Working hours 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness Flexibility as to the specific working hours may be required or available ? Bring out your best SAP 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.
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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: 407765| Work Area: Customer Service and Support | Expected Travel: 0 - 10%| Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.