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What would you do? You will be aligned with our Customer Support vertical and help us in managing/resolving customers' queries, handling escalations and complaints of the dissatisfied customers, and giving the best resolutions. You will also be responsible for closing the faults and complaints within SLAs. Looking for a candidate who is valuable in communication and has good knowledge of metrics of Customer Support.
The role is aligned to our Service Desk Voice Support team,
which is responsible for performing day-to-day operations while maintaining SLAs and 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?
- Written and verbal communication
- Thought leadership
- Strong analytical skills
- Ability to work well in a team
- Adaptable and flexible
Roles and Responsibilities:
- In this role, you are required to do analysis and solve moderately complex problems.
- Typically creates current solutions, leveraging and, where needed, adapting existing methods and procedures.
- The person requires understanding of the strategic direction set by senior management as it relates to team goals.
- Primary upward interaction is with direct supervisor or team leads.
- Generally interacts with peers and/or management levels at a client and/or within Accenture.
- The person should require minimal guidance when determining methods and procedures on new assignments.
- Decisions often impact the team in which they reside and occasionally impact other teams.
- Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
- Please note that this role may require you to work in rotational shifts.