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This job is a Deal Contract Assist Concierge role focusing on deal prioritization and exception handling. You might like this job because it offers hands-on problem-solving opportunities and involves collaborating with various teams to enhance processes. Requirements include BPO experience and good communication skills.
Undisclosed
Petaling Jaya, Kuala Lumpur
Job Description
Job description
Job Description:
- Focus efforts and partake in all cadence meetings on deal prioritizations; exception handling and highly critical cases (“Red Button”)
- Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetings
- Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
- Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
- Supporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as needed
- Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
- Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
- Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
- Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
- Identify potential opportunities for process & policy enhancement to improve efficiency and experience.
Requirements:
- 6-7 years (for 5B) of experience in a BPO environment.
- Any Bachelor’s degree.
- Good problem-solving skills.
- Understand client needs and provide solutions
- Experience in working on Lead to Cash would be handy
Skill Set:
- Exceptional communication skills (written and Verbal)
- Proven ability to manage Escalations with Customers (preference: currently performing this role)
- Excellent customer service and interpersonal skills
- Ability to work collaboratively with multiple stakeholders
- Good analytical skills
- Pro-actively identify and address issues
- Excellent time management skillsAbility to effectively triage based on complexity/criticality
Job Requirements
Company Benefits
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Additional Info
Company Activity
Last active - 1 week ago
Experience Level
0 - 10 Years of Experience
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