Service Delivery Specialist
2 weeks ago
**Responsibilities**
- 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**:
- 5+ years 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
**Job Type**: Permanent
Pay: RM7,000.00 - RM11,000.00 per month
**Benefits**:
- Professional development
Schedule:
- Monday to Friday
Application Question(s):
- How long is your experience doing service deliver/escalation in BPO setting?
- How long is your notice period?
- What is your expected salary?
- Are you fine working with shift rotation?
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