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Customer Service Analyst

3 - 5 years

2 - 5 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description


About The Role

Skill required:
Voice - Service Desk Voice Support

Designation:
Customer Service Analyst

Qualifications:
Any Graduation

Years of Experience:
3 to 5 years
About AccentureCombining 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
Support production as per objectives and as required by the process Provide process training to new joiners. Continuous coaching for advisors on process knowledge skills Assisting the helpdesk agents in responding to issues and information requested from end users on a real time basis. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, 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 voice interactions.

What are we looking for
Excellent domain knowledge 2 Years relevant experience in NGCO ISS SD Functional Support Domain Call handling and e-mail handling skills, including handling complex & escalated calls as per the advisors request and needs on a real-time situation Coaching and Training skills Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation Travel may be required as per business need 24*7 and Flexible for any Shifts
Roles and Responsibilities: Operational ResponsibilitiesDaily Maintain personal productivity by resolving target tickets on both calls and e-mail, Chats per day as defined in the objectives. Help team members in solving complex requests on calls and e-mails. Be available to take complex, escalated calls and e-mails Maintain detailed knowledge at an expert level of all process/client functions and procedures Provide 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 members Feedback to the advisors on process related queries and follow up on feedbackWeekly Develop a detailed update around outcomes / actions items from query review sessions Provide updates on training plan and completion details Conduct PKTs for advisors in the team and follow up with feedbacks Review process documents and provide updates to the advisors in case of any change/s in processCommercial 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 operations
Qualification
Any Graduation

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Accenture
Accenture

Professional Services

Dublin

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