Customer Support Associate

3 weeks ago

Galway, Galway, Ireland Manpower Ireland Full time

Customer Support Associate (German Speaking)

Hosted by Manpower
ManpowerGroup Ireland have an exciting new opportunity with our client SAP This is a 12-month contract role based in Galway. A hybrid work model is in place, and you will be employed by the ManpowerGroup. Please read below for more information on SAP company and role responsibilities.

About SAP:
As market leader in enterprise application software, SAP helps companies of all sizes & industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device - SAP empowers people & organizations to work together more efficiently & use business insight more effectively to stay ahead of the competition. SAP applications & services enable customers to operate profitably, adapt continuously & grow sustainably.

About the team:

The Customer Interaction Centre is a fast paced and dynamic customer facing department in which a friendly, highly supportive, and multicultural team interact with SAP customers from around the globe. Our core inbound work involves supporting and advocating for customers across the SAP ecosystem and LOBs.

With team events and a consistent employee engagement score of 90% and above over the last 10 years, the CIC team is one which prides itself on our team spirit, teamwork and has a flexible Hybrid work model

Premium pay is provided for shift work, weekends and bank holidays over and above base salary


What we do:
In the CIC, you will find yourself in a friendly multinational & multicultural learning environment, on a team who supports each other. Our core team primarily supports customers through a selection of support channels, offering 24*7 support in a follow the sun approach with our additional global department locations: Brazil, China, India and the Philippines. We assist in the prioritisation of customer's technical cases by analysing the effect on their business from a commercial perspective.

WHAT You Will Do:

  • Provide high-quality customer interactions through the processing of inbound customer calls, emails, chats & webforms.
  • Analyse customer's non-technical queries, researching possible solutions & providing solid answers easily understood by the customer.
  • Evaluate, from a commercial perspective, how the customer's technical issue affects their daily business processes through gathering comprehensive business impact information.
  • Assist & educate customers in navigating support pages, educating them on how to use software download & license key functions
  • Collaborate with colleagues across SAP teams, engaging with appropriate stakeholders ensuring all customer cases are resolved effectively & in a timely manner.


What we look for in you:

  • Commitment to provide excellent customer service.
  • Passionate & dedicated team player.
  • Strong time management, prioritization & multi-tasking capabilities; utilising available time efficiently to achieve effective & efficient results.
  • Enjoys & thrives on performing multiple tasks & responsibilities at once.
  • Shift flexibility, weekend work (approx. 1 day per quarter) & Bank Holidays (compensated with additional payment).


Education & Qualifications:

  • Bachelor's/ Master's degree preferred.
  • Fluency in German and English language with excellent communication skills.

WHAT You get from us @ ManpowerGroup
Manpower is the global leader in contingent and permanent staffing. We are proud to have received several global awards and achievements, including being named to Ethisphere's "World's Most Ethical Companies" list for eleven consecutive years - more than any organization in the industry.
We offer our employees a range of great benefits, online training courses, as well as professional advice and support to get you settled into your new role at SAP, with continued support throughout your tenure with us.
If you are interested in working with ManpowerGroup onsite at SAP, please apply

For more information about this role kindly contact Aminat Ibrahim on aminat.ibrahim@manpower.ie

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