Skill required: Language Translation - Customer Service
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
Language - Ability:Spanish - Expert

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.
What would you do We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver supporting agents in complaint handling, order and return processing, and customerCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service.It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for Proven experience in leading customer support teams across multiple channels with solid understanding of related technologiesExperience in supervisory or team lead role, with strong leadership, coaching, and mentoring skillsExcellent communication,



interpersonal, and conflict-resolution skills Spanish language proficiencyAbility to thrive in a rapid-paced, target-driven environmentCertifications in customer service or leadership (a plus)
Roles and Responsibilities: Create concise and impactful operational briefing decks for stakeholder meetingsCollaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiativesCollaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processesConduct regular one-on-one and on-the-floor coaching sessions to build capability and engagementManage team schedules, attendance, and adherence to shift timingsEnsure adherence to quality, compliance, and data protection standards or regulatory guidelinesUtilize SAP and Salesforce to oversee case management, order flows, and performance metricsFoster a positive, inclusive, and high-performing team cultureIdentify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coachingLead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellenceMonitor and manage day-to-day operations across all communication channelsSupport agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolutionReview team and individual performance data, identify trends, and drive continuous improvementPrepare and present daily weekly monthly performance reports

Qualification
Any Graduation

📌 Customer Service Senior Analyst - Voice (Navi Mumbai)
🏢 Accenture
📍 Navi Mumbai