Role & responsibilities

- Act as an SME for US accounting and financial processes.
- Handle complex customer queries related to accounting, bookkeeping and financial processes.
- Provide support to customer service teams on accounting-related queries and process issues.
- Handle customer escalations and ensure timely and accurate resolution.
- Interact directly with US-based clients/customers and understand their requirements.
- Explain accounting processes and financial concepts to customers in a transparent and simple manner.
- Support frontline teams with process guidance and complex case resolution.
- Identify recurring customer issues and work with Operations/Quality teams to improve processes.




- Monitor customer interactions and identify opportunities to improve customer experience and service quality.
- Conduct root-cause analysis of customer complaints and recommend corrective actions.
- Track key metrics such as CSAT, SLA, FCR and Quality.
- Develop and maintain SOPs, process guides and knowledge articles.
- Support training and coaching of customer service teams on accounting processes and customer handling.
- Work closely with US stakeholders and internal teams to ensure smooth service delivery.

Preferred candidate profile

📌 Customer Service Specialist - Manager | US Accounting (Hyderabad)
🏢 Deloitte Shared Services India
📍 Hyderabad