Customer Contact Comms Analyst

Skill required: Chat - Service Desk Non-Voice Support
Designation: Customer Contact Comms 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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Candidate who is good in email and chat process, who is good in typing is what is preferred here Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Responsible for assisting agents in providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. • Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities • Maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation, tracking, and follow-up of all incidents focusing on customer contact • Sharing expertise with agents via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance and processes. • Handle and investigate customer complaints/escalations, identify and raise process gaps and improvements. • Assist agents with customer request/problem identification, resolution, and escalations. • Provides and follows defined procedures to accurately resolve issues/concerns. • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention. • Acquires and shares information expertise, direction, and goals required for the team to be successful via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance, customer interactions, and processes. • Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead.
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