Client Services and Configuration Specialist

We help the world run better

At 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.

Reporting to the Client Services Lead, the Client Services and Configurations Specialist is a highly focused position responsible for ensuring clients that have purchased Audit Services are provided a world class customer experience. This role will ensure that all service requests sent via phone, email or by case management queue are handled in a timely and accurate manner and that all issues are resolved and escalated appropriately. This position is knowledgeable of all audit reporting aspects, communications technology and terminology as well as organizational procedures. This role requires detailed organizational and communication skills.

Responsibilities :

 Prepare for incoming client inquiries by studying Concur Audit Service features, processes and procedures.

 Support incoming client inquiries by reviewing previous inquiries and responses, gather and research information, assemble and forward information, verify client understanding of information provided as well as provide unlimited professional support to Audit clients.

 Assist with onboarding activities for Audit clients. Ensure all net new or add on clients are implemented accurately and in a timely manner. Engage customers by setting up monthly calls and/or providing written updates. Ensure any action items are escalated and resolved; provide updates every 24 hours until resolution.

 Handle escalations, questions and queries as necessary.

 Track customer interactions and daily tasks using the required productivity tracker and provide metrics on supported services to management.

 Consistently participate in team meeting, calibration sessions and any other educational opportunities.

 Accomplish customer service and company mission by completing related results as needed.

Position Requirements

Education, Experience & Training required:

 Must have High school diploma or GED equivalent with knowledge, experience and skill set equivalent to the experience of 1 year of post high school education.

 Prefer education with emphasis on business, customer service and/or computer technology

 Ability to work in a fast-paced environment, handling multiple priorities

 Preferably have one or more years of customer service experience in a phone environment.

 Must possess excellent written and verbal communication skills.

 Ability to communicate with individuals at all levels of an organization.

 Strong one-on-one interpersonal skills.

 Must be able to maintain confidentiality.

 Ability to pass a background check

 Bilingual candidates a plus

Job Skills and Abilities:

 Experience in production and/or call center activities

 Strong verbal and written communication skills with the ability to follow through on requests

 Effective knowledge of customer care techniques and processes

 Exceptional analytical and listening skills

 Ability to operate well in a Production team environment as well as communicate effectively with global service teams

 Ability and flexibility to work extended hours

 Must be proficient with Microsoft Application Software (i.e. Word, Excel, etc.)

Physical and Cognitive/Mental 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 effectively and interacting with others through face to face interactions or via MS Teams

 Multiple concurrent tasks

 Ability to perform under stress

 Reading and comprehension

 Writing

 Problem solving

 Confidentiality

 Customer contact

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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:

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: | Work Area:Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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