Job details
Country
Malaysia
State / Region / Province
Selangor
Work Location
Petaling Jaya
Domain
Delivery
Interest Group
Infosys Limited
Skills
Technology|Oracle Cloud|Service Contracts Cloud
Company
ITL Malaysia
Requisition ID
126364BR
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 meetingsHands-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 meetingsProviding accessibility and agility to cross-support regional POD teams on prioritized / urgent casesSupporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as neededException 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 neededEscalation 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 solutionsExperience 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 skillsAbility to work collaboratively with multiple stakeholdersGood analytical skillsPro-actively identify and address issuesExcellent time management skillsAbility to effectively triage based on complexity/criticality