REQUISITION ID: 203245 WORK AREA: Education and Training EXPECTED TRAVEL: 0 - 10% CAREER STATUS: Student EMPLOYMENT TYPE: Regular Full Time  

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

WHAT IS SAP IXP?

SAP’s Internship Experience Project (iXp) is SAP’s global, paid internship program that provides university students with the opportunities to find purpose in their careers.

THREE REASONS TO APPLY FOR SAP IXP

1. CULTURE OF COLLABORATION: Meet with mentors, make new friends across the globe and create a thriving personal network.
2. PROJECT-DRIVEN EXPERIENCE: Gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables. 
3. GAIN VISIBILITY: With iXp in your title, you’ll have a global network of SAP leaders, entrepreneurs and career development opportunities at your fingertips.

ABOUT THE TEAM:

SAP Concur’s Customer Experience (CX) Transformation Team leads SAP Concur in how to use customer feedback to run the business at our best & drive awareness with customers about how SAP Concur is acting on their feedback. We focus on driving a consistently effortless customer experience along the entire customer lifecycle in cross-functional partnership with teams all across the business. The Customer Experience Escalations (CXE) team is part of the broader CX Transformation organization and manages a global escalation process that was designed to promote accountability, improve responsiveness and build insights related to our customers’ concerns. This team is developing a summer internship project geared toward improving how we respond to, track, measure and ultimately reduce customer escalations involving our products and services. If you are passionate about customer service, business process oriented and comfortable interviewing/collaborating with department Leaders/Managers while working to improve customer insights, then this will be a very rewarding opportunity for you.

WHAT YOU’LL DO:

POSITION TITLE: SAP Concur iXp Intern – Customer Experience Escalations Program Specialist

LOCATION: Bellevue, Washington

EXPECTED START DATE TO END DATE: June 10 ,2019 – August 16, 2019

IN THIS ROLE, YOU’LL:

• Learn about the SAP Concur escalation process and how we track/measure customer concerns
• Review CRM tracking methodology, reporting fields and global dashboards
• Become familiar with SAP Concur CX Escalations, Service Delivery and Client Development job functions, as they relate to escalation management
• Identify areas of the business that may not be consistently tracking incoming customer escalations and document current methodology (focus on North America; possibly LATAM)
• Determine knowledge transfer/training needs related to escalation management across multiple departments
• Review existing escalation insights and obtain feedback on potential new insights that could be utilized for trend identification
• Survey customer-facing resources on tool/interface usage and identify potential enhancements to improve efficiency and yield actionable metrics
• Organize face-to-face and virtual meetings with Senior Leaders, Managers/Supervisors and Analysts to obtain feedback on the current escalation management process
• Develop proposal for tool/interface and process changes to be implemented with approval from IT, Global Services and Client Development teams.

SAP'S DIVERSITY COMMITMENT  

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company. SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. EOE AA M/F/Vet/Disability: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

WHAT YOU GET FROM US Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas:Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/VET/DISABILITY: Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor. ADDITIONAL LOCATIONS:

WHO YOU ARE:

We’re looking for someone who can challenge the status quo and likes to stay curious. You enjoy working on meaningful projects and are energized by lifelong learning.

• Candidates currently enrolled in an undergraduate or master’s degree program which is applicable to the position (business, technical or equivalent proven experience)
• Strong communication skills (verbal & written) that include the ability to effectively articulate challenges and potential solutions
• Thrive in a fast-paced environment working with multiple teams across various geographies
• Customer service oriented; passionate about improving how customers experience our products and services
• Comfortable meeting with SAP Concur employees at all levels (Management to Analyst) on a regular basis to obtain valuable feedback
• Self-starter who is good at multi-tasking and managing projects; someone able to proactively reach out to teams and introduce themselves (network/build relationships)
• Key traits: Trust-builder: responsible, accountable, helpful, problem solver, forward thinker, flexible, organized, quick learner, motivated

SAP is one of the biggest business software companies in the world. We collaborate every day to help make the world run better and improve people's lives. Every day, we help companies and organizations of all sizes and industries to run their businesses profitably, to adapt continuously, and grow sustainably.