SAP Ariba is hiring a
bilingual Mandarin-English Procurement Operations Specialist for an overnight call center position in Pittsburgh.
Hours: The shift is 8pm-4am EST Sunday evening through Friday morning
Must be bilingual in Mandarin and English.
ROLE DESCRIPTION:
The Customer Support Associate primary function is to effectively support Ariba applications for both internal and external customers. Support includes site navigation and system troubleshooting as well as interfacing with other Ariba teams to ensure world-class service. Assistants will provide complete satisfaction for all customer interactions.
EXPECTATIONS AND TASKS:
Responsibilities
- Provide inbound and outbound (phone, email, web form, chat, community) application/ functional support and resolution to customers (external and internal) while presenting the company in a positive and fair manner with timely updates and knowledgeable answers
- Collaborate, coordinate, and escalate on customer issues acting as a customer advocate while working with all departments
- Maintaining the quality of the customer support organization (release readiness, process definition, training, service audits…)
- Document transactions in CRM system
- Create content for knowledge base systems
Tasks
- Support customers with functional questions displaying exceptional customer service, knowledge and oral/ written communication skills
- Obtain detailed and accurate information relating to the business impact of customer’s technical issues utilizing effective questioning techniques
- To seek out opportunities to add value to customers during all interactions,
- Diagnosing and anticipating current and future customer learning needs and provide assistance with both.
- Resolve 80% of functional questions on first contact
WORK EXPERIENCE:
- Working in a customer service call center or help desk environment strongly preferred
- Working with individuals from diverse cultures preferred
- Working within structured time frames that provide limited flexibility
- External and Internal client experience
- Experience with creative problem solving for customers
