Qualifications: Master's degree in business administration
Experience
We are looking for young professionals to our SAP Team who can handle end user issues in SAP HR platform and provide a world class customer service to achieve customer experience excellence.
Main Responsibility
- Attend end user inquiries/issues through Phone, chat, and email.
- Responsible for triaging tickets from end user and then prioritizing tickets.
- Actively identify the root cause of issues and prescribe solutions or alternatives to resolve it.
- Escalation of unresolved issues to L2 Support Team.
- Take ownership of issues reported and see problems through to resolution.
- Liaison between cross functional team and end users.
- Build sustainable relationships and engage end users by taking the extra mile.
- Ensure KPIs are met consistently to achieve customer experience excellence.
Scope Of The Role
- Provide prompt and accurate response to end users and guide users with simple, step-by-step instructions.
- Resolution of issues and timely closure of tickets based on priorities.
- Ensure escalation processes are followed.
- Keep records of end user interactions, details of inquiries and comments, as well as actions taken.
Requirements
Knowledge (Technical/Functional)
Exposure to SAP configuration in SAP HR modules
Skills
Excellent verbal and written Communication, Cross functional coordination, Strong multi-tasking, attention to detail, analytic problem-solving skills.
