Specialist-Customer Support

Company
Job details
Job Type
Full-time
Full Job Description
Skill required: Query Management - Service Desk Voice Support

Designation: Customer Contact Comms Specialist

Job Location: Mumbai

Qualifications: Any Graduation

Years of Experience: 7 - 11 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.The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues.The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for?
Problem-solving skills,Ability to establish strong client relationship,Commitment to quality,Strong analytical skills,Collaboration and interpersonal skills

Roles and Responsibilities
In this role, you need to analyze and solve moderately complex problems. You will typically be creating new solutions, leveraging and, where needed, adapting existing methods and procedures. The role requires a clear understanding of the strategic direction set by senior management as it relates to team goals. You will need to hold monthly meaningful conversations with team members to discuss performance, coaching and feedback, training needs, and career discussions. You will need to monitor & drive team performance, including throughput and quality as per defined metrics. Your primary upward interaction is with a direct supervisor or team leads. You will generally interact with peers and/or management levels with clients or internal stakeholders. You will be provided with minimal guidance when determining methods and procedures on new assignments. Decisions that you make often impact the team in which they reside and occasionally impact other teams. You would be managing medium-small sized teams and/or work efforts at a client or within Accenture.