DCA Concierge JL 5B

Generic Activities:

Responsible for seamless closure of complex/escalated cases

Provide expert advisory/consulting support to team members/sales teams on processes, policies, compliance

Experience:

6-7 years (for 5B) 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

Pro-actively identify and address issues

Excellent time management skills

Ability to effectively triage based on complexity/criticality

Process Specific Task:

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 DeliveryLeads on meetings withSales Leads on feedback andissues as needed

Exception handling: Manages exceptions 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.

Support for Complex scenario discussions requested from Seller,Service Delivery Lead,Team Lead, and Agent if deemed required.