Customer Service Specialist

As a Customer Service Specialist at Accenture, your role involves managing and resolving customer queries, handling escalations and complaints, and providing best resolutions. You will be responsible for closing faults and complaints within SLAs. Your communication skills and knowledge of customer support metrics will be crucial in ensuring customer satisfaction and maintaining positive relationships. We are looking for a proactive and inquisitive candidate with clear and precise communication skills. Market knowledge of the US Wireless and Telecom domain, as well as domain knowledge of International Voice processes, would be preferred. Analytical skills, assertiveness, and the ability to influence and empathize with customers are essential. Team building skills, coaching abilities, and an orientation towards AI and analytical tools would be advantageous. Six Sigma and quality tools knowledge/certification are desired, along with International Voice and US Telecom experience. **Roles and Responsibilities:** - Manage team expectations and project SLAs - Monitor knowledge sharing and retention within the team - Create and implement action plans for improvement across KPIs - Manage BQ/Outlier performance - Mentor and groom Team Leads and frontline advisors for additional responsibilities - Participate in client reviews, provide performance trends, and suggest next steps - Encourage value adds for clients and the organization - Develop strategies for continuous improvement and mentor projects for enhanced customer experience - Handle customer escalations and high-level authorizations for resolutions - Make prompt and independent decisions while resolving customer issues - Communicate with the team effectively and in a timely manner - Plan and execute employee engagement and fun activities - Maintain effective employee relations at all levels - Conduct town hall meetings and address employee needs - Identify training needs and ways to control attrition - Conduct regular 1:1s - Collaborate with Quality, Workforce Planning, Training, and HR teams Join Accenture, a global professional services company, and leverage your experience and skills to deliver exceptional customer service. Visit us at www.accenture.com to explore more opportunities.,