Technology:Oracle Cloud | Service Contracts Cloud
Company:ITL Malaysia
Requisition ID:126364BR
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 provides resolution working along with operations.
Identify potential opportunities for process & policy enhancement to improve efficiency and experience.Requirements:
6-7 years of experience in a BPO environment.
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.
Proactively identify and address issues.
Excellent time management skills; ability to effectively triage based on complexity/criticality.#J-18808-Ljbffr