Customer Service/Support

Job Title:
Associate Manager, B2B Sales Support (English speaker)Job Description
Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.

We are looking for a Associate Manager, B2B Sales Support (English speaker) to join our team. Today.

We are Concentrix. We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands.

At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer. The future team member that will love this job will demonstrate the value and benefits of our services by supporting our sales teams. Reporting to a sales support manager, you will research sales contracts, make price quotations, and maintain process integrity for a variety of administrative tasks. Along the way you will have access to excellent training opportunities to grow and enhance your skills and career. At Concentrix, you can truly Own Your Future!

• Verify customer entitlements vs contract: review customer set-up in systems, validate users, updates systems, and input customer information
• Dispatch Deliveries and Schedule Support Program Deliveries: Validate contract credits, create dispatch in systems, communicate dates, manage scheduling and rescheduling
• Capture and Triage new Support Needs: Create support needs based on recommendations and align to a delivery project
• Prepare for Support Delivery Projects & present findings to Customer Success Account Managers (CSAM)
• Generate a Support Project Proposal Summary: Create a delivery project in systems
• Meeting Prep and Post Meeting Activities: action post meeting items as directed by CSAM, track progress and provide updates to CSAM
• Renewal Process Support: Do standard customer research to be used during the renewal process by CSAM
• Reactive Support Governance: Track and manage case histories and ensure expected SLA/outcomes met for and assist with high impact escalations
• Develop a good level of process & product knowledge to speak intelligently to customers and successfully address specific objections
• Clearly document and track qualitative feedback and quantifiable measurements
• Initiate steps through appropriate communication channels to address customer concern
• Ensure a high level of professionalism during all interactions with customers
• Collaborate with cross functional teams and management to drive a superior customer experience
• Follow guidance from more senior staff, as needed
• Follow established procedures
• Prepare quotes for contract renewal and RFP/RFI responses
• Maintain quote documentation with accurate pricing and configurations
• Ensure the integrity of client information maintained in the database systems
• Update and manage Excel spreadsheets
• Deal with external and internal queries in a professional, client-orientated manner
• Perform bookings (Purchase Order processing) and booking reconciliation
• Perform quality assurance (QA) self-checks and peer-checks
• Develop skills and subject matter expertise to successfully perform quality assurance and begin to identify areas for improvement
• Seek counsel and guidance from more senior Sales Support staff and management, as needed
• Prioritize tasks to meet deadlines, paying attention to details
• Able to handle medium to high priority escalation items, while escalating most complex items to management for review and consideration
• Effectively maintain and improve Knowledge Base Tool
• Effectively identify and call out operational risks to management for review and consideration
• Understand and participate in KMIP (Know, Measure, Improve, Perfect) methodology in daily activities, as relevant to role
• Other duties, as assigned

You Have/Are

• Local Malaysian
• Graduates with a Diploma/Degree, minimum of 5 years relevant working experience preferred
• Intermediate to moderate knowledge in Microsoft Office suite (Word, Excel, Power Point)
• Strong attention to detail
• Possess effective verbal and written communication skills
• Handle confidential information with complete integrity
• Proven success in administrative tasks, organization of work materials, prioritization, and adherence to deadlines
• Global mindset and the willingness to support strategic deals across the entire company
• Practical and business-minded approach to contract negotiation
• Ability to quickly gain expertise with new tools and the agility to adopt new systems that replace the old
• Ability to identify, analyze, problem-solve, and begin to recommend corrective action for moderately complex issues
• Ability to balance an appropriate level of risk for achievement of the company’s strategic objectives with protection of the company’s legal and corporate interests
• Ability to prioritize, adapt and work with cross-functional teams in a dynamic global work environment under limited supervision
• Ability to focus on customer needs and communicate with higher level staff, as needed
• Ability to follow scripts and/or processes according to contractual agreements
• Ability to multi-task, prioritize, and manage time effectively
• Ability to follow established procedures and practices
• Out-of-the-box thinker with creative ideas for solving complex problems
• Excellent Communication Skills - verbal, listening, and writing
• Working knowledge of Microsoft products is an added advantage.

Location:
MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan KiaraLanguage Requirements:
English (Required)Time Type:
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