Skill required: Query Management - Service Desk Voice Support
Designation: Management Level - New Associate
Job Location: Bengaluru
Qualifications: Any Graduation
Years of Experience: 0-1 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 (https://www.accenture.com/in-en/insights/operations/intelligent-operations-2018) -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.
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?
We are looking for individuals who have the following skillset:
+ Adaptable and flexible
It would be a value add if you are proficient in:
+ Customer Service Management
Roles and Responsibilities
+ In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines
+ Your primary interaction is within your team and your direct supervisor
+ You will be given detailed instructions on all tasks that need to be carried out, and the decisions that you make will impact your work
+ You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders
+ You will be working closely with project members to effectively deliver on the requirements
+ You will be an individual contributor as a part of a team with a predetermined focused scope of work.
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.