Specialist, Sales Support

Create and/or assign cases to sales support team depending on the supported segment or POD keeping sense of urgency for cases tag as Critical by the severity of the issue reported. Keep constant monitoring of the different types of queues.

Help and support when sales support team is not ready to take cases (System Issue / Leave / Trainings / Backlog Management). Resolve issues related to misrouted cases and transfer to the correct area of support to ensure the internal assignation of the cases.

Critical thinking

Identify urgent cases based on Issue Description

Assign the case to an available team member for immediate contact.

Notify case owner & manager on internal channels when assigning an urgent case.

The manager on duty will follow up to make sure contact is made within expected time of case assignment.

Action needs to be executed and documented.

Attend regular sync meetings with manager to share findings and areas of opportunity for case assignation and SLA improvement.

Provide ideas to automate reports to improve efficiency.

Coordinate activities to collect, analyze and report information.

Communicate attendance, time availability, known issues among other topics

General queue-Monitor the general queue and make callouts when case is getting closer to SLA deadline

Unassigned queue-Monitor the unassigned queue and assign the cases as soon as possible to prevent any callout coming from client

Daily reports-Send report on the queue/reports at the end of their shift to make sure that general queue is empty, and no tickets are left unattended.

Data hygiene-Proper usage of our tracking report, make sure that data is submitted correctly to prevent any issues with the data.

Administrative support for Associate Sales Support Managers / Sales Support Managers / Senior Sales Support Managers Day-to-day operations management including task delegation and assignments to maximize the resources available to achieve business goals.

Coordinate changes in staffing schedules by collaborating with the managers to ensure sufficient support coverage.

Manage the business Key Performance Indicators (KPIs) through generating, reviewing, and distributing daily, weekly, and monthly service reports to the managers to measure productivity and SLA compliance.

Work with the managers in developing engagement plans and deploying incentive programs to achieve organizational goals.

Stay current on internal work processes and upkeep of documentation.

Establish regular, timely, and clear communication with the managers to ensure expedient communication of relevant information and to ensure business goals are met.

Any other duties and responsibilities that may be assigned by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the company.

Support and perform management duties in the absence of manager.

Skills Excellent knowledge of Microsoft Office Suite, preferably advance Excel skill

Strong communication skills Strong numerical and analytical ability Self-starter and independent

Local Malaysian

Experience in written and verbal communication with internal and external partners

Experience in administrative tasks, organization of work materials, prioritization, and meeting quotas

Demonstrated ability critically think and address moderate customer and client issues

Demonstrated ability to focus on customer needs and communicate with higher level staff

Demonstrated ability to follow scripts and/or processes according to contractual agreements

Demonstrated ability to follow scripts and/or processes according to contractual agreements

Aptitude to learn new technology and data

Prior experience working with MS programs