Customer Contact Comms Analyst

Job Description

Skill required: Voice - Service Desk Voice Support Designation: Customer Contact Comms Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: Spanish - Expert About Accenture 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 worlds 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. Visit us at www.accenture.com What would you do Operational ResponsibilitiesDailyMaintain personal productivity by resolving target tickets on both calls, Emails and Chat, per day as defined in the objectives.Help team members in solving complex requests on calls, Emails and Chat. Be available to take complex, escalated calls and e-mails, ChatsMaintain detailed knowledge at an expert level of all process/client functions and proceduresProvide process training for the advisors Provide coaching to team members to be effective on the phone and emails, and enhance the process knowledge of the team membersFeedback to the advisors on process related queries and follow up on feedbackWeeklyDevelop a detailed update around outcomes / actions items from query review sessionsProvide updates on training plan and completion detailsReview process documents and provide updates to the advisorsCommercial and Financial Responsibilities Provide high quality helpdesk services to the Client, ensuring that contractual Accenture SLAs and service obligations are met for the work within scope of the role Identify opportunities to improve quality of operationsPeople Management ResponsibilitiesNo direct line reports in this role Client Customer ResponsibilitiesTo provide high quality customer service to employees and/or vendors in response to email, telephone, or self-service enquiries and Chat. What are we looking for Core CompetenciesAptitudes (functional skills)Helpful and proactive manner, with a service orientationDrives issues to resolution and good problem-solving skillsGood interpersonal skillsGood administration skillsComfortable with responding to requests from all levels of the organizationAbility to work effectively in a team environmentOther ExpectationsExcellent spoken & written Spanish Skill with Minimum B1 and aboveKnowledge of personal computers and Windows, Word, Excel, PowerPoint, and E-mail softwareExcellent knowledge of Business Excellence and all BE toolsWorking DimensionsCall handling and e-mail & Chat handling skills, including handling complex & escalated calls as per the advisors request and needs on a real-time situation.Coaching and Training skillsSupports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation.Travel may be required as per business need24*7 and Flexible for any Shifts Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation