Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do Support production as per objectives and as required by the process
Provide process training to current joiners.
Continuous coaching for advisors on process knowledge skills
Assisting the helpdesk agents in responding to issues and information requested from end users on a real time basis.

What are we looking for Excellent knowledge in Helpdesk process.
4-6 Years relevant experience in Helpdesk Functional Support will be an added advantage
Aptitudes (functional skills)
Helpful and proactive manner, with a service orientation
Drives issues to resolution and good problem-solving skills
Valuable interpersonal skills
Good administration skills
Comfortable with responding to requests from all levels of the organization
Ability to work effectively in a team environment

Other Expectations
Excellent spoken written English skills
Knowledge of personal computers and Windows, Word, Excel, PowerPoint, and E-mail software
Excellent knowledge of Business Excellence and all BE tools

Customer Service

Roles and Responsibilities: Operational Responsibilities
Daily
Maintain personal productivity by resolving target tickets on both calls and e-mail, per day as defined in the objectives.
Help team members in solving complex requests on calls and e-mails. Be available to take complex, escalated calls and e-mails




Maintain detailed knowledge at an expert level of all process/client functions and procedures
Provide process training for the advisors
Provide coaching to team members to be effective on the phone and emails, and enhance the process knowledge of the team members
Feedback to the advisors on process related queries and follow up on feedback

Weekly
Develop a detailed update around outcomes / actions items from query review sessions
Provide updates on training plan and completion details
Conduct PKTs for advisors in the team and follow up with feedback
Review process documents and provide updates to the advisors in case of any change/s in process

Commercial and Financial Responsibilities
Provide high quality helpdesk services to the Client, ensuring that contractual Accenture SLAs and service obligations are met for the work within scope of the role
Identify opportunities to improve quality of operations

People Management Responsibilities
No direct line reports in this role

Client Customer Responsibilities
To provide high-quality customer service to employees and/or vendors in response to email, telephone, or self-service enquiries
Call handling and e-mail handling skills, including handling complex escalated calls as per the advisors request and needs on a real-time situation
Coaching and Training skills
Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation
Travel may be required as per business need
24*7 and Flexible for any Shifts

Qualification Any Graduation

📌 Customer Contact Comms Analyst-Voice (Navi Mumbai)
🏢 Accenture
📍 Navi Mumbai