Deal Contract Assist Concierge Manager
2 weeks ago
Technology: Oracle Cloud | Service Contracts Cloud
Company: ITL Malaysia
Requisition ID: 126364BR
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 and 3 years in managing a team.
- 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.
- Proactively identify and address issues.
- Excellent time management skills; ability to effectively triage based on complexity/criticality.
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