Customer Care Consultant  

The candidate is responsible for demonstrating knowledge and expertise in the functionalities of the tools, monitoring and providing updates to tickets within the defined SLA. Initiate conference calls with internal and external customers to discuss potential issues or resolution when necessary.

Conduct mini-training sessions/knowledge sharing sessions with customers as required. Correctly assess feasibility questions by exploring all potential solutions. Understand customer requirements and provide consulting-type of support. Assist Tier 1 agents in more complex issues with solutions not normally found in the user manual. Assist and collaborate with Tier 3 Developers for problem resolution.

Provide support in testing new functionalities to be delivered every Product release. Raise bugs, defects, and ideas for improvement for further product evolution. Alert the Customer Care Manager for any critical/major issue discovered that could potentially impact other customers.

Adherence to schedule, work plans, and performance requirements. Have a proactive, supportive and positive attitude toward: o Customers o Internal Customers o Support Cases (Phone calls/tickets/ etc.). Build trust, value others, communicate effectively, drive execution, foster innovation, collaborate with others, solve problems creatively and demonstrate high integrity, be curious, strive for personal improvement/development.

The Company is a producer of innovative software solutions for SAP and SAP Success Factors, with global headquarters in Melbourne (Australia) and offices in Atlanta (USA), London (UK), and Manila (Philippines). The company is growing at a rapid rate and now seeking Customer Care Consultant to join their team.

• Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology, Business Studies/Administration/Management or equivalent.
• Required language(s): English
• At least 5 Year(s) of working experience in the related field is required for this position.
• Required Skill(s): Excellent written and verbal communication skills with focus on the details, Good interpersonal skills, and patience to interact with customers of different backgrounds, High analytical skills is necessary to examine problems and find appropriate resolutions, Excellent problem solving and troubleshooting, Knowledge of Human Resources functional aspects – Personnel Administration and Payroll knowledge, Time management and organization skills for efficient planning is also needed, A wide degree of creativity and latitude is expected, Able to plan effectively and manage multiple priorities, Proficiency in Google Apps, Success Factors, SAP, Jira Help Desk, Confluence and Zendesk knowledge is a plus
• Preferably Assistant Manager/Manager specialized in Customer Service or equivalent.