Customer Service Associate

Skill required: Voice - Service Desk Voice Support

Designation: Customer Service Associate

Qualifications: Any Graduation

Years of Experience:5 to 8yrs

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 784,000 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? A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management. 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?

People management
Drives issues to resolution and good problem-solving skills
Good interpersonal skills
Good administration skills
Comfortable with responding to requests from all levels of the organization
Team Player
Positive Mindset
Planning & Organisation skills
Motivation Skills
Call handling skills (handling complex & escalated calls)
Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation
24*7
Flexible to Travel onshore if required
Able to work on a flexible basis as determined by the business needs

Roles and Responsibilities: A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management. 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.