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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
Family Matters
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Creates a common ground, introduces employees to various cultural celebrations and assists in understanding different cultures around the world.
Infosys Women’s Inclusivity Network
Facilitates greater flexibility, exclusive training, mentoring, and experience sharing programs for our female professionals.
Infyability
Holds special training programs and provides ability enhancing tools to enable our differently-abled colleagues to make the best use of their talents.
Military and Veterans
We support military members and veterans to transition from service to playing meaningful roles where they co-create innovative solutions for clients.
Infosys Pride
An affinity group that fosters a safe, inclusive, and respectful work environment for lesbian, gay, bisexual, transgender, intersex (LGBTIQ+), others.
Additional Info
Company Activity
Last active - few days ago
Experience Level
0 - 10 Years of Experience
Company Profile
Infosys Limited (Malaysia Branch)
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 55 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in more than 55 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
Source: Infosys Website