CIC is a valued and trusted team where the customer is at the center of everything. Our strategy is to delight customers always and be a driving force to ensure Customer success. Be a part of the Next Generation Support by aligning the customer expectations and improving customer experience anywhere on any device. 
Embrace changes as an opportunity and expand the reach into cloud with a goal to provide unified customer experience. 
Keeping the strategy in mind continue to deliver core operational excellence by providing real time assistance to our customers every day. Guide and empower customers to utilize all SAP tools. Through a culture of innovation and continuous learning, the CIC team is the foundation of everything we do. We are spread across 6 locations  in the world, Our team is  a high performing team of Consultants, whose mission is to provide "Best in class support experience for our customers “by providing end-to end support and services for all SAP" 
 
What you'll do

•    You will be responsible to support customers with non-technical queries by displaying exceptional customer service.  
•    You would be expected to provide ongoing and timely communication to customers regarding the status of their requests and to seek out opportunities to add value to customers during all interactions.  
•    You will collaborate closely with your team members to ensure success. In your day-to-day you will: · Managing incoming calls, chat and emails related to customer service inquiries well within the set SLA's · Diagnosing and anticipating current and future customer needs and provide assistance with both. 
•    Take ownership of escalations and follow up until closure.  
•    Identify and recommend areas for improvement in all areas in which tasks are performed.  
•    Collaborate with and develop strong working relationships with cross-functional, global teams ·  
 
What you bring

Do you enjoy interacting with customers and helping them in solving their concerns? Are you analytical, self -motivated and enjoy working as a team? Do you enjoy continuous learning and working efficiently in a fast-paced environment? If this sounds like you, do you also bring: ·  

•    Strong communication skills both in written and spoken in English  
•    Maintaining a pleasant working environment for your team.  
•    Profound knowledge and expertise in handling irate customers 
•    Strong escalation management skills 
•    Strong problem resolution, analysis and reporting skills.  
•    Strong team player, able to work across a highly matrixed organization.  
•    Outstanding task-management and collaborative capabilities.  
•    Excellent communication, follow-up and documentation skills.  
•    Ability to work with high sense of urgency and proven willingness to commit the additional time and effort on high impact issues. 
•    Willing to work in Shifts – Rotational basis 
•    Willing to work on weekends and Public holiday