Skill required:
Voice - Service Desk Voice Support
Designation:
Customer Service 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. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support 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 voice interactions.
What are we looking for?
- Understanding of reports & able to generate reports
- Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using ERP systems, Microsoft Office Suite, Ticket Tracking System (Service Now preferred), and Internet Explorer
- Good technical aptitude with an ability to learn quickly
- Excellent oral and written communication skills
- Neutral accent with no MTI
- Strong interpersonal skills
- Strong customer focus
- Strong conflict management skills
- Willingness to work in client hours shifts
- Ability to work under pressure
- Pro-active problem solving
- Help team members in solving complex requests
- Represent team in meetings in absence of Supervisor and communicate the minutes of the meeting to the team
- Research and identify solutions to the reported issues
- Involve in quality control activities and takes initiative in continuous improvement programs.
- Discuss quality audit feedback with team member(s) and give feedback to team members on the same day.
- Maintain detailed knowledge of all process/client functions and procedures
- Ask customers targeted questions to quickly understand the root of the problem
- Properly escalate unresolved issues to appropriate internal teams
- Organize monthly quiz for the team on product knowledge. Escalate issues as needed to other Accenture teams or customer contacts
- Refer to internal database/DTP to provide accurate solution
- Ensure all issues are properly logged
- Handle, research, and resolve phone and email inquiries for customers regarding non-complex payment, purchase order and T&E reimbursement issues
- Escalate issues as needed to other Accenture teams or customer contacts
- Develop strong working relationships to work effectively with these teams to achieve timely resolution
- Works on a Global environment, rather than handling country or region-specific work
- Identify urgent and sensitive issues and inform and involve supervisor where required
- Document and update customer contacts and customer issues in the Ticket Tracking System
- Complete any follow-up work related to customer issue resolution.
- Adhere to current understanding of policies and procedures, new products, services and processes of the client and Accenture
- Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.
- 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
