Skill required: Next Generation Customer Operations - Customer Service
Designation: Inbound Sales Management Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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 699,000 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. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for? • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills • Market knowledge of US Wireless and Telecom domain would be preferred • Domain knowledge of International Voice process • Analytical skills are also required with an eye for detail • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers • Proven experience in achieving targets against budget • Team Building - Ability to coach, connect and motivate team members • Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making • Ability to work with basic quality tool like RCA, CAPA, pareto, box plots etc. • Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis • Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented • Ability to make tough and timely decisions on task and people • International Voice Experience • US Telecom Experience would be desirable
Roles and Responsibilities: •• Communicate with client customers via voice to help resolve the issues being faced • Access the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports • Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments • Adapts effectively to changing plans and priorities • Is able to follow a collaborative approach with people at different levels or working style • Demonstrates ownership for goals. Drives himself and others to achieve desired results. • Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement • Manage team expectations and project SLAs • Monitor knowledge sharing and retention within the team • Coordinate with supervisor and manager to provide day to day insights • Share with supervisor and manager performance trends of the team and agree on next steps • Handling customer escalations or providing resolutions which require higher level of authorization