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 straightforward 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