Client Service Specialist

Summary

 

Client services represent the first point of contact for clients needing assistance with businesses' products and services. Client support professionals cater to customer issues accurately and on time thru email, chat, or phone. A client specialist's role is to help a company build strong relationships with its clients by providing optimal service.

 

What You’ll Do

 

Relationship Management with Invoice capture clients through monthly/quarterly touch base, case management, and calls, in adherence to prescribed response time of 24-48 hours from receipt of email/case. The goal is to act as Support Consultants that ensure client satisfaction through appropriate client understanding and utilization of the service. Relationship Management with internal clients, including but not limited to Executive/Senior Leadership Team, Account Managers, Select Care Managers, Web Services, Service Delivery, and Services Enablement Teams. Internal communications also follow prescribed response time of 24-48 hours from receipt of email that covers required information specific to clients’ configuration and account. Basic troubleshooting and investigation to help provide short-term and long-term resolution to the client, with initial Root Cause Analysis in liaison with relevant Support and Product Development Teams for feedback to client, as needed. Engagement with internal process/product development activities, including Weekly Team Huddles, ad-hoc huddles, and Project initiation/facilitation geared towards improvement of internal/external processes. These will also be used as opportunities to discuss and calibrate on possible product improvements to help with client experience. Engagement with continuous Learning and Development through available eLearning options, both mandatory and optional.

 

What you’ll Bring

 

• Excellent written and verbal communication 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

• Ability and flexibility to work extended hours

• Capacity to resolve conflict with minimal supervision

• Expense, Invoice and Concur Detect Certification preferred

 

Critical Performance Competencies:

• English Language

• Accountability

• Planning and Organization

• Written and Verbal Communication

• Change Management

• Analytical and Conceptual Thinking

• Adaptability/ Flexibility

 

#CFET2

TBD

 

​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.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – 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 SAP Referral Policy. 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: 410001  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.