Skill required: Voice - Customer Service
Designation: Customer Service Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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 • Team Building - Ability to coach, connect and motivate team members as well as groom Team Leads • AI Orientation along with functional knowledge of analytical tools would be preferred • Six Sigma and quality tools knowledge/certification would be desired • International Voice Experience • US Telecom Experience would be desirable
Roles and Responsibilities: •• Manage team expectations and project SLAs • Monitor knowledge sharing and retention within the team • Ability to create and implement action plan for improvement across KPI’s • Ability to manage BQ/Outlier performance • Mentor and groom Team leads and frontline advisors to take additional responsibilities • Be part of client reviews and provide performance trends and next steps • Encourage Value Adds not only for client but also for the organization. Grooms key individuals in the team through coaching • Develop strategies for continuous improvement, identify projects and mentor them (Changes to improve Customer Experience) • Handling customer escalations or providing resolutions which require higher level of authorization • Take prompt, sound and independent decisions while resolving customer issues and need • Communicates with the team in a timely manner (skip levels, appreciation etc) • Planning & Executing Employee Engagement & Fun Activities • Maintain effective employee relations at all levels • Conducts town hall meetings and focuses on the needs of employees • Identify Training needs for the floor • Deciding on ways to control attrition for the process • Conducting regular 1:1s • Works in collaboration with the Quality / Work force planning, Training & HR teams