Concur Client Services Specialist I in Philippines

Use your LinkedIn Profile to help you apply faster!

Client Services Specialist I

Job ID #: 16444

Location: Philippines

Functional Area: Customer Support

Department: Global Services-Global Operating Center Manila

Position Type: International Full Time

Education Required: Not Indicated

Experience Required: Not Indicated

Relocation Provided:

Position Description

Job Overview:

Reporting to the Client Services Lead, the Client Services Specialist will represent Concur to customers who purchased Concur Audit and Invoice Capture Services. 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.

Responsibilities:

  • Act as a trusted consultant for Concur Audit and/or Invoice Capture responsible for helping customers effectively utilize the services

  • Maintain client relationships through engaging customers proactively via conference calls or email

  • Support incoming client inquiries by reviewing previous inquiries and responses, gathering and researching information, assembling and forwarding information and verifying client understanding of information provided

  • Liaise with key stakeholders and/ or decision makers to determine correct audit guidelines based on the client’s Travel and Expense Policies

  • Review available resources and use applicable tools to confirm correct Expense and Audit set up

  • Run thru Standard Reports and provide analysis/updates on a regular basis

  • Manage escalated issues through client communication and negotiation

  • Collaborate with Audit OPS, GACC, Quality, Training and On boarding as well as Client Support, Implementations, Service Administration and Client Success Management when necessary to determine available options and address client issues

  • Track customer interactions/activities using CRM

  • Update product and job knowledge by participating and contributing to internal discussions, brainstorming sessions, and trainings

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

Position Requirements

Education, Experience & Training required:

  • 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

  • Ability and flexibility to work extended hours

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

jobDetails