Customer Contact Comms Specialist

Skill required: Chat - Service Desk Non-Voice Support
Designation: Customer Contact Comms Specialist
Qualifications:Any Graduation
Years of Experience:7 to 10 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? • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills • Market /vertical knowledge of Retail and Sales • Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell • Analytical skills required with an eye for detail • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers • Team Building - Ability to coach, connect and motivate team members •Years of Experience: 7 to 10 years Vertical Experience – Retail with sales background ( 1 to 2 years ) Span of control – 75 FTE Night shift with brick and mortar setup ( in office )
Roles and Responsibilities: •• Manage project & client SLAs/KPIs • Manage a team of 75 FTE and set of Team Leaders • Drive employee morale, performance and productivity • Manage shrinkages and attrition as per the capacity plan • Weekly and Monthly review of performance trends for the span and initiate action plans • Mentor and groom direct reportees on goal setting, RCA and coaching methodology • Be part of client strategic discussions to plan for way ahead for the business • Drive Value Add and cost initiatives • Senior Team Lead 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. He will also be responsible for closing the fault and complaints within SLA s