Skill required: Voice - Service Desk Voice Support

Designation: Customer Service Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world's 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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user, train and coach them on processes and service quality

What are we looking for Educational Profile

Any graduate from Govt. recognized universities Experience Profile
2 + years Human Resource experience with similar background
Prior international BPO work experience preferred Personal Attributes
Strong Customer Service and communication skills (both written & verbal).
Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills.
Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users.
Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity.
Flexible to work night/rotational shifts and weekends.
Ability to speak English fluently. Working Hours: 24 x 7 Unique Knowledge & Skill Requirement
Hands-on experience with Ticket tracking tools like SNOW, WQM etc
Hands-on experience in agent coaching and training
Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook)
Excellent verbal and written communication skills
Customer Service experience or process execution, business with focus on support and operations. (Optional E-commerce background)
Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticketing tool, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications.
Experience related to Helpdesk query management
Good technical aptitude with an ability to learn quickly
Excellent communication, consultative and customer relationship skills.
Proficiency in English is required, any additional language is a plus.
Good knowledge of the E-Commerce world is a strong plus. (Optional)
Strong oral and written communication skills.
Strong interpersonal skills.
Strong conflict management skills. Roles and Responsibilities:
Manage and Inspire Team Results
Manage schedule adherence (For Self and Team)
Partner with Team Lead to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors
Perform RCA on service issues / complaints
Assist agents in handling tickets.
Identify training needs for team and individuals through monitoring, escalations and desk reviews.
Work with Supervisors to develop specific job aides as needs arise.
Provide floor Support
Report results to management
Maintain BE related documents for the team
Manage escalations
Will need to be working on tickets as and when needed
Recognize and reward positive behavior, results, etc.
Motivate and inspire continuous improvements
Knowledge about B2B buying , digital commerce, digital marketing (Optional)
The Digital Conversion and Commerce Support specialist is a motivated and result driven individual with a strong can-do attitude, that assists customers and partners by removing any obstacle from the digital purchase process in a one-touch resolution process: inquiries from users across the different portals can be of a technical nature (access, check-out, order, fulfilment) or basic guidance-to-purchase nature (questions on product feature, compatibility etc.).
The Digital Conversion and Commerce Support specialist will engage with a number of different external teams to ensure the issue resolution.
In this role you are required to do analysis and solving of lower-complexity problems
Your day to day interaction is with peers within Accenture before updating supervisors
In this role you may have limited exposure with clients and/or Accenture management
You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
The decisions you make impact your own work and may impact the work of others
You will be an individual contributor as a part of a team, with a focused scope of work
Please note that this role may require you to work in rotational shifts

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