Concur Client Support Representative I (French) - Prague in Prague, Czech Republic

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Client Support Representative I (French) - Prague

Job ID #: 15394

Location: Czech Republic-Prague

Functional Area: Customer Support

Department: Global Services-Client Services EMEA

Position Type: International Full Time

Education Required: Degree Preferred

Experience Required: Experience Required

Relocation Provided: No

Position Description

Concur, a part of SAP, imagines the way the world should work, offering cloud-based services that make it simple to manage travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spend wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most. The company serves more than 30,000 clients representing more than 27 million users in over 150 countries.

Job Overview:

Provides first level support for Concur solutions, which includes assistance with service features and Customer’s specific policies and procedures, along with navigational support. Documents, routes, tracks, escalates and updates customers on status of issues as required.

Responsibilities:

  • Provides first tier support, including assistance with service features, Customer’s policy and procedures, and navigational support.

  • Document appropriate details of inquiry, notifies customers according to notification schedules and takes timely action including follow-up calls on cases as necessary and escalating appropriately as determined by call flow processes.

  • Utilizes tools and systems proficiently to track activity and insure knowledge base integrity and utilization.

  • Provides additional duties as deemed necessary to achieve and produce a high quality support solution

  • Be aware of, and comply with, all corporate policies.

Position Requirements

Requirements:

  • Fluency in English and at least one of the following languages: French/German/Italian or Spanish

  • 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 schooling have an emphasis in business, customer service and/or computer technology

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

  • Ideally should have one or more years of customer service experience, preferably 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.

  • Ability to set priorities, meet deadlines and work independently.

  • Ability to work in a team environment and be open to change.

  • Must be able to maintain confidentiality.

  • Ability to pass a background check

Job Specific Specialized Knowledge & Skills:

  • Job requires frequent communication via telephone and e-mail.

  • Must work overtime as needed to meet critical business objectives.

Critical Performance Competencies:

  • Accountability

  • Interpersonal

  • Decisiveness/Judgment

  • Communication and Influence

  • Teamwork

  • Stress Management

  • Analytical Skills

  • Adaptability/Flexibility

  • Process Management/Quality

  • Motivation

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

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