Business Advisory Analyst-Voice

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? We are looking for talented individuals in order to shape and contribute to the success of our new Engagement Centre. As a Jr Agent your primary role will be to assist our consumers with inbound calls, website registration inquiries and general questions or concerns regarding our RJR Brands Client is constantly evolving; there is potential to grow with us in the engagement center or to other areas of the company Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
What are we looking for? ESSENTIAL Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required: Experience Required • At least 2 years of contact centre experience • Inbound and Outbound customer service experience • Experience working under pressure • C1 English Level • Salesforce Knowledge • SAP Knowledge
Roles and Responsibilities: • Handle support/service escalations to/from clients • Transfer calls to the Tier 2 department • Will track and report system issues as needed • Stay current with system information, changes and updates • Comply with service level agreements • Support and help on Process documentation • Comply with the assigned schedule to cover the hours of operation • Comply with the account KPIs • Support with any other new process at the time the client requires it, if it has been officially included in our range of services