Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 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 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
- Ability to work well in a team
- Commitment to quality
- Written and verbal communication
- Ability to meet deadlines
- Excellent English speaking and writing skills is a must (with trainable on Technical Process) Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage Customer Problem solving or troubleshooting experience is an advantage Must have intermediate knowledge of Microsoft Office tools – Word/Excel/Power Point Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client New ways of working and a changing environment requires the ability to quickly learn and adapt. Ability to multitask and adopt to change is must Experience in the telco or similar technology industry is preferred Excellent customer service and phone skills Strong analytical and problem-solving mindset Ability to analyze and resolve business and interpersonal problems quickly and independently
- Ability to simplify complex tasks and drive efficiencies Roles and Responsibilities:
- In this role you are required to solve routine problems, largely through precedent and referral to general guidelines
- Your expected interactions are within your own team and direct supervisor
- You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments
- The decisions that you make would impact your own work
- You will be an individual contributor as a part of a team, with a predetermined, focused scope of work
- Please note that this role may require you to work in rotational shifts
- Receives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven) Coordinates customer requested work to be completed by the field technicians and ensures completion Logs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation Manages the database for dispatch of metro based field technicians Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly. Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives. Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution May need to support client report preparation and presentation Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention Demonstrates understanding of the customer's needs and maintains high customer satisfaction ratings Maintains and update various tools (order entry, incident management, knowledge management and client information systems) and service desk procedures Reviewing knowledge database and documents and update them regularly based on learnings and provide coaching to rest of the team May perform follow up on incidents with customer to ensure customer satisfaction Identify process improvement opportunities May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction May take accountability for effectively handling senior level escalations or customer complaints received via various sources, Any Graduation
