Deal Contract Assist Concierge Manager

Infosys Technologies; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading company in Malaysia seeks an Operations Manager for Customer Service to enhance team performance and manage escalations. The role involves collaborating with stakeholders and improving processes to ensure exceptional customer service. Ideal candidates will have extensive BPO experience and strong problem-solving skills.

Qualifications

• 6-7 years of experience in a BPO environment, with at least 3 years in team management.

Responsibilities

• Manage escalations and support agents in resolving issues.
• Identify opportunities to improve processes and customer experience.

Skills

Problem Solving

Communication

Customer Service

Analytical Skills

Time Management

Education

Bachelor’s Degree

Job description

Operations Manager - Customer Service - US

126364BR

Job Description:

1. Participate in cadence meetings focusing on deal prioritizations, exception handling, and critical cases (“Red Button”).
2. Collaborate with agents to deepen knowledge for effective cadence meetings.
3. Handle Level 1 escalations proactively to resolve issues before management intervention. Support agents and sellers in relevant discussions and meetings daily.
4. Ensure accessibility and agility for regional POD teams on urgent cases.
5. Support Service Delivery Leads in meetings with Sales Leads, providing feedback and addressing issues as needed.
6. Manage exceptions that deviate from standard deal processing rules.
7. Review and prioritize cases based on requests from MS, providing regular updates to requestors.
8. Collaborate with MS business support teams to review critical deals and determine necessary exceptions and approvals.
9. Handle escalated cases and work with operations to resolve them.
10. Identify opportunities to improve processes and policies for better efficiency and customer experience.

Requirements:

• 6-7 years of experience in a BPO environment, with at least 3 years in team management.
• Bachelor’s degree or equivalent.
• Strong problem-solving skills.
• Ability to understand client needs and provide suitable solutions.
• Experience with Lead to Cash processes is advantageous.

Skill Set:

• Exceptional written and verbal communication skills.
• Proven experience managing escalations with customers.
• Excellent customer service and interpersonal skills.
• Ability to collaborate effectively with multiple stakeholders.
• Strong analytical skills.
• Proactive in identifying and resolving issues.
• Effective time management and triage skills based on case complexity and urgency.

Additional Details:

• Country: Malaysia
• State/Region/Province: Selangor
• Work Location: Petaling Jaya
• Interest Group: Skillset - Technology | Oracle Cloud | Service Contracts Cloud
• Company: ITL Malaysia
• Role Designation: 235BOMNCUS Operations Manager - Customer Service