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Accenture in India
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Customer Service Associate Manager

Customer Service Associate Manager

Accenture in India

10 - 14 years

0 Lacs

karnataka

Posted:1 day ago| Platform: Shine logo

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Skills Required

communication skills analytical skills team building six sigma voice customer service market knowledge of us wireless telecom domain domain knowledge of international voice process ai orientation quality tools knowledgecertification international voice experience us telecom experience

Work Mode

On-site

Job Type

Full Time

Job Description

As a Customer Service Associate Manager at Accenture, you will play a crucial role in managing and resolving customer queries, handling escalations, and addressing complaints to ensure customer satisfaction. Your responsibilities will include closing faults and complaints within SLAs and leveraging your communication skills to provide the best possible resolutions. We are seeking a proactive and inquisitive candidate with exceptional communication skills, both written and oral. Knowledge of the US Wireless and Telecom domain, particularly in the International Voice process, would be advantageous. Analytical skills, attention to detail, and the ability to influence and empathize with customers are essential for success in this role. Your role will involve managing team expectations and project SLAs, monitoring knowledge sharing within the team, and creating action plans for improvement across key performance indicators. You will also mentor and groom team leads and frontline advisors, participate in client reviews, and identify strategies for continuous improvement to enhance the customer experience. In addition, you will be responsible for handling customer escalations that require a higher level of authorization, making prompt and independent decisions to resolve issues effectively. Employee engagement and retention will be a key focus, including conducting town hall meetings, identifying training needs, and implementing strategies to control attrition. Overall, your role as a Customer Service Associate Manager at Accenture will involve collaborating with various teams to drive performance excellence, foster a positive work environment, and deliver value-added services to clients and the organization. If you are a candidate with the right blend of skills and experience, we invite you to join our team and contribute to our mission of leveraging technology and human ingenuity to create shared success and value for our clients, employees, and communities.,

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Customer Service Associate Manager