Sales Support Specialist

Infosys BPM Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Infosys BPM Malaysia is seeking a capable operations lead to oversee the DCA team in Kuala Lumpur. The role focuses on delivery of complex deals, supervision of DCA agents, and robust process management, with escalation handling and UAT participation.

Ideal candidates have a business or IT background, strong English and Mandarin abilities, and experience in international environments, with excellent planning, coordination, and analytics skills to drive service levels.

Qualifications

• Degree in Business or IT or equivalent experience in operations or sales environment.

Responsibilities

• Delivery core tasks for complex and nonstandard deals and contracts.
• Directly supervise the DCA agents.
• Administration and process management.
• Conduct performance reviews of DCA agents.
• Represent DCA on defined sales calls.
• Drive operations to meet service levels.
• Manage field escalations and internal elevations.
• Manage the team capacity.
• Manage pod-level escalations and internal elevations.
• Develop knowledge of Area-specific contract requirements.
• Participate in UAT.

Skills

Fluency in English

Mandarin Proficiency

International environment

Planning & Coordination

Seller Communications

Attention to Detail

Issue Resolution

Analytics Insights

Education

Bachelor's degree in Business or IT

Job description

Delivery core tasks for complex and nonstandard deals and contracts. Directly supervise the DCA agents. Administration and process management. Conduct performance reviews of DCA agents. Represent Deal and Contract Assist (DCA) on defined sales calls. Drive operations to meet service levels. Manage and resolve field escalations and internal elevations. Manage the team capacity. Manage and resolve pod-level field escalations and internal elevations. Develop deep knowledge and subject matter expertise in Area-specific contract requirements. Participate in UAT.

Operations Hours: 8AM-8PM Monday to Friday

07:00 shift 1

09:00 shift 2

Responsibilities

• Delivery core tasks for complex and nonstandard deals and contracts.
• Directly supervise the DCA agents.
• Administration and process management.
• Conduct performance reviews of DCA agents.
• Represent Deal and Contract Assist (DCA) on defined sales calls.
• Drive operations to meet service levels.
• Manage and resolve field escalations and internal elevations.
• Manage the team capacity.
• Manage and resolve pod-level field escalations and internal elevations.
• Develop deep knowledge and subject matter expertise in Area-specific contract requirements.
• Participate in UAT.

Qualifications

• Third level degree in Business or IT related areas, or Equivalent experience working in a relevant operations or sales environment (such as sales operations or contract management).

Required Skills

• Fluency in English.
• Mandarin Near native written, verbal, and reading comprehension language skills were required to support primary and secondary languages.
• Experience of working in an international business environment.
• Excellent planning, organizing, and coordinating skills.
• Excellent seller-facing communication and engagement skills.
• Attention to detail and ability to adhere to policies and processes.
• Ability to identify and resolve issues arising during delivery of the service.
• Ability to deliver insights through analytics.