Deal Contract Assist Concierge Manager

Infosys; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

A leading technology firm in Petaling Jaya is seeking an Operations Manager for Customer Service. The ideal candidate will have 6-7 years of BPO experience and 3 years in team management. Responsibilities include managing escalations, supporting deal prioritization, and leading cadence meetings. A Bachelor's degree and strong communication skills are essential. Competitive compensation and a dynamic work environment offered.

Qualifications

• 6-7 years in a BPO environment with 3 years in management.
• Good problem-solving skills.
• Understand client needs and provide solutions.
• Experience in Lead to Cash is a plus.

Responsibilities

• Participate in cadence meetings on deal prioritizations.
• Resolve challenges before management escalations.
• Support regional POD teams on urgent cases.
• Manage exceptions to process non-standard deals.
• Review prioritization requests and provide updates.

Skills

Exceptional communication skills

Proven ability to manage escalations

Excellent customer service skills

Good analytical skills

Excellent time management skills

Education

Bachelor's degree

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‑dip 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 DeliveryLeads on meetings withSales Leads on feedback andissues 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 skillsAbility to work collaboratively with multiple stakeholders
• Good analytical skills
• Pro‑actively identify and address issues
• Excellent time management skills Ability to effectively triage based on complexity/criticality

Country

Malaysia

State / Region / Province

Selangor

Work Location

Petaling Jaya

Interest Group

Infosys Limited

Skillset

Technology|Oracle Cloud|Service Contracts Cloud

Company

ITL Malaysia

Role Designation

235BOMNCUS Operations Manager - Customer Service