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Associate Sales Support Manager (Japanese Speaker)

Associate Sales Support Manager (Japanese Speaker)
Company:

Servicesource


Details of the offer

At ServiceSource, we strive to find and grow exceptional people like you.

Working at ServiceSource, you will be a part of an engaging, energetic, and entrepreneurial work environment while having the stability and influence of a nearly 20-year industry leader behind you.

ServiceSource is a place where you can GROW, both personally and professionally, while expanding your skills in sales, customer success and people management.

Job Purpose
With guidance from the Sales Support Management, the primary responsibility will be to supervise and manage the day-to-day activities of their team's administrative duties, resource management and to promote team success. Average span of control that does not exceed fifteen Sales Support Specialists, at varying levels. This individual will support narrow to moderate broad focus of client needs, supporting clients with low to moderate variability based on diversity in size, geography, sales motion types, and varying levels of established structure. Ensuring Service Level Agreements (SLAs) are met or exceeded by their team for turnaround times and a high quality of quoting, booking and associated sales administrative activities are delivered to support the Sales Organization. The successful Associate Sales Support Manager will be competent with reporting, management in a fast-paced environment, and leadership both by example and direct development. Possesses an understanding of simple to moderate client environment(s) and expectations to successfully deliver to strategic client objectives. Serves a sub-set of client support activity and works closely with the sales management team to achieve desired business outcome.

Essential Functions - Duties and Responsibilities
Manage and supervise the day to day personnel activities of a team (average of fifteen Sales Support Specialists at varying levels), including: monitoring and reviewing staff performance, managing staffing level and related matters
Manage the business Key Performance Indicators (KPIs) through creating and monitoring a variety of reports to measure productivity and SLA compliance for specific client needs, with low to moderate level of complexity
Sales Support Specialist Performance Management: Conduct periodic performance review with all direct reports and adhere to the performance management process
Develop reinforced training practices to build knowledge and skills across the team
Run frequent team huddles to coach, motivate and prioritize on key activities for the day or week
Lead internal operational cadence with sales counterparts to drive desired business outcome
Ensure all new hires in their team complete the Onboarding Certification Program
Lead, coach and motivate the team to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction
Upkeep of documentation which includes knowledge base, process documents and all review records
Act as a point of escalation for support related issues and work with relevant parties (internal and or external) towards resolution
Establish regular, timely and clear communication with sales and support teams and/or client, where applicable
Collaborate with cross-functional teams and management to optimize sales processes, systems
Manage shift scheduling to ensure sufficient support coverage
Ensure high level of professionalism during all interactions with team and client
Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
Possess an understanding of simple to moderate complex client environment(s) and expectations to successfully deliver to strategic client objectives
Other duties, as assigned

Qualifications
Required Qualifications
Graduates with a Diploma/Degree, minimum of 5 years relevant working experience preferred
Ability to manage, prioritize, and communicate competing deadlines
Ability to multi-task in a high-volume transactional environment
Ability to direct specific tasks through prescribed processes, as well as identify, document, and implement improvements
Ability to work effectively across different functions within ServiceSource and external clients
Consistent track record of success with a passion for exceptional customer experience and driving team results
Demonstrated ability to communicate quickly and succinctly in CRM workflow, email, voice and instant messaging (IM)
Experience with process improvement/standardization
Strong working knowledge of Microsoft Office Suite. Specifically, intermediate Excel and PowerPoint skills required
Microsoft Dynamics CRM or comparable CRM systems experience
Results-driven, analytically proficient with an operational outlook
Good listening and problem-solving skills
Excellent verbal and written communication skills, both internally and externally
Display high integrity and professionalism at all time
Understanding of client environments
Proven aptitude to learn new technology and data

Preferred Qualifications
Prior experience with Salesforce.com preferred
Prior people management, leadership and coaching skills preferred
Competencies
Change Management - Developing
Resilience, Curiosity and Adaptability - Competent
Integrity - Expert
Emotional Intelligence - Competent
Effective Communication - Competent
Lead Teams and Promote Cross-Functional Collaboration - Competent
Champion Diversity and Inclusion - Competent
Drive Performance - Competent
Develop Others - Developing
Critical Thinking - Competent
Customer Focus - Competent
Business Acumen - Developing
Financial Acumen - Developing

Supervisory Responsibility
This position does have supervisory responsibilities.

Travel
Define the expected percentage of travel time expected for the position – options are:
0%-25%

Work Environment
This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, etc.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is should be able to do or have the following:
Ability to lift and carry 25 pounds;
Sufficient clarity of speech and hearing or other communication capabilities, which permits employee to communicate effectively;
Sufficient manual dexterity, which permit the employee to perform routine office duties; and
Sufficient personal mobility and physical reflexes to perform office duties and travel when necessary to off-site locations.

**All of the above physical requirements to be met with or without reasonable accommodation

Other information
5 days work week (Mon - Fri / regular working hours).
KL Office is located at Wisma, 1, Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur.

If this sounds like an interesting opportunity, hit apply!
All shortlisted candidates will be contacted.

Uninterrupted home-based internet is required for this role. Applicants should have sufficient internet access in their homes to attend and host video calls, as well as perform essential functions of the role which include downloading and uploading of large files to shared network drives. In general, we have found that a minimum bandwidth speed of 20mbps is essential.


Source: Myworkdayjobs

Job Function:

Requirements


Knowledges:
Associate Sales Support Manager (Japanese Speaker)
Company:

Servicesource


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