Job Brief

Customer Experience Officer interacts with existing customers to provide information, resolves customers issues, identify new requirements, and sell new products or additional services for SAP. In addition to managing ticketing system, responding to customer queries, resolving complaints, and collaborating with internal departments to optimize customer services and ensure satisfaction for customers.

Responsibilities

• Build excellent and sustainable relationships with customers through open and interactive communication on daily basis
• Ensure explaining the better way for the customer to report his requests and inquiries through our supporting lines.
• Good communication with the client across all channels: Emails, phone calls, messages and ticketing portal.
• Understand the customer needs and requirement and help solving his requests accordingly with the concerned team.
• Achieving the department quarterly target and increase the revenue by selling potential services and products to the existing customers.
• Arrange meeting with projects team members to hand over the account support after go-live stage.
• Conduct a periodic visits and calls with the clients to check their needs and ensure the satisfaction level.
• Monitor and manage open service calls and ticketing system to handle customer complaints and inquiries
• Arrange for a daily meeting with team members to assign tickets for each department to provide appropriate solutions within the time limits.
• Follow up internally with the team about any late and delayed response on the tickets.
• Arrange for billing and cash collecting for services requested and ensure payments are received on time
• Prepare with the client for any upgrade plans , new releases, new features or any bug fixes with the IT deparmtent head and ensure the cusomter is infromed by Emails and phone calls for any changes needed.
• Ensure continuous learning concerning new service and products presented by SAP through reading manuals or documentations presented by SAP.
• Maintain a thorough knowledge of the organization and adheres to all organizational standards
• Responsible to keep the customer master data up to date 
• with the mandetory information

Academic Requirements

BSc in Business Administration/ Business Information Technology or any Information technology relevant field

Skills Required

• Business knowledge
• Problem solving
• Team work
• Communication and Negotiation skills
• Interpersonal skills and Multitasking
• Good Planner
• Customer support
• Listening and Writing skills
• Proactive and Patience