Deal Contract Assist Concierge Manager

Infosys


Date: 2 weeks ago
City: Petaling Jaya
Contract type: Full time
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 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

  • 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 skills
  • Ability 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/critical ity

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