Skill required: Query Management - Service Desk Non-Voice Support
Designation: Management Level - Team Lead/Consultant
Job Location: Mumbai
Qualifications: Any Graduation
Years of Experience: 7-11 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 issues.
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:
+ Customer Service Management
+ Problem-solving skills
+ Strong analytical skills
+ Written and verbal communication
+ Risk management
Roles and Responsibilities
+ In this role, you need to analyze and solve moderately complex problems
+ You are required to create new solutions, leveraging and, where needed, adapting existing methods and procedures
+ You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change
+ Your primary upward interactions are with your direct supervisor
+ You may interact with peers and/or management levels at a client and/or within Accenture
+ You will be provided with guidance when determining methods and procedures on new assignments
+ The decisions that are made by you will often impact your team
+ 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.