Business Support Specialist

• Process, track, and follow up on both standard and non-standard service requests.
• Work closely with internal teams (sales, operations, finance, and service delivery) to ensure smooth processing and timely closure of requests.
• Escalate any delays or roadblocks in the SR process to ensure resolution.
• Maintain accurate records of service requests, approvals, and associated documentation.
• Provide proactive updates to customers on the status of their service requests.

• Act as the main point of contact for client’s procurement and PMO teams of focus accounts.
• Maintain regular communication with customers to ensure their needs and expectations are met.
• Identify upselling or cross-selling opportunities and work with the sales team to capitalize on them.
• Support account management activities such as contract renewals, pricing discussions, and service enhancements.
• Assist in resolving customer issues related to service requests or order fulfillment.

• Analyze patterns in service requests, identifying common issues or bottlenecks.
• Provide insights to improve service efficiency and customer experience.
• Prepare reports on SR performance, aging reports, and turnaround times for internal and management review.
• Track key account performance metrics and recommend improvements.

• Ensure all service requests comply with internal policies and customer agreements.
• Maintain updated process documents and SOPs related to service request management.
• Support internal audits by ensuring proper documentation and compliance with contract terms.

• 2-5 years of experience in business support, inside sales, customer service, or sales operations.
• Strong understanding of service request processes and customer engagement.
• Ability to manage multiple tasks with attention to detail and problem-solving skills.
• Proficiency in Microsoft Excel, CRM tools, and business reporting.
• Strong communication and stakeholder management skills.
• Prior experience in working with procurement, PMO, or sales teams is a plus.

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