Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Business Advisory 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 You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.We are looking for talented individuals in order to shape and contribute to the success of our new Engagement Centre. As a customer service Agent your primary role will be to assist our consumers/customers with complaint handling, order and return processing, inbound calls, website registration inquiries and general questions or concerns regarding our products to trade and marketing team. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking for ESSENTIAL Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, or trade marketing activities, the following experience and skills are required: Experience Required

Inbound and Outbound customer service experience
Experience working under pressure Roles and Responsibilities:
Handle support/service escalations to/from clients
Transfer calls to the Tier 2 department
Will track and report system issues as needed
Stay current with system information, changes and updates
Comply with service level agreements
Support and help on Process documentation
Comply with the assigned schedule to cover the hours of operation
Comply with the account KPIs
Support with any other new process at the time the client requires it, if it has been officially included in our range of services
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

Business Advisory Analyst-Voice