Skill required: Query Management - Service Desk Non-Voice Support
Designation: Management Level - Senior Analyst
Job Location: Mumbai
Years of Experience: 5-8 years
About Accenture Operations
In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models. Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology. 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 issue.
This role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.
What are we looking for?
We are looking for individuals who have the following skillset:
+ Automation & Analytics
+ Data Analytics
+ Data Analytics and Interpretation
+ Reporting and Analytics
+ Adaptabile and flexibile
+ Ability to solve problems
+ Attention to Detail
+ Build strong
+ ongoing relationships with customers
+ Computer/Technological Skills
Roles and Responsibilities
+ In this role, you need to analyze and solve increasingly complex problems
+ Your day to day interactions is with peers within Accenture
+ You are likely to have some interaction with clients and/or Accenture management
+ You will be given minimal instruction on daily work/tasks and a moderate level of instructions on new assignments
+ You will need to consistently seek and provide meaningful and actionable feedback in all interactions
+ You will be expected to be constantly on the lookout for ways to enhance value for your respective stakeholders/clients
+ Decisions that are made by you will impact your work and may impact the work of others
+ You would be an individual contributor and/or oversee a small work effort and/or team.
Please note this role may require you to work in rotational shifts.
Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.
Working with Accenture in the United States, you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.
With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.