Skill required: Customer Operations - Voice - Service Desk Voice Support
Designation: Service Delivery Ops Senior Analyst
Qualifications:BBA/BCom/Any Graduation
Years of Experience:5 to 8 years
Language - Ability:English - Proficient
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 Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions. Customer Operations - Voice - Help desk role - ticket resolution The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for? •Adaptable and flexible •Ability to perform under pressure •Problem-solving skills •Detail orientation •Ability to establish strong client relationship
Roles and Responsibilities: •In this role you are required to do analysis and solving of increasingly complex problems • Your day to day interactions are with peers within Accenture • You are likely to have some interaction with clients and/or Accenture management • You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments • Decisions that are made by you impact your own work and may impact the work of others • In this role you would be an individual contributor and/or oversee a small work effort and/or team • Please note that this role may require you to work in rotational shifts •Dispute Resolution:** - Investigate and resolve customer disputes related to invoices, payments, and credit notes. - Collaborate with internal departments (e.g., Sales, Customer Service, Accounts Receivable) to gather necessary information and resolve issues. - Ensure disputes are documented, tracked, and resolved within agreed timelines. •Customer Communication:** - Serve as the primary point of contact for customers regarding disputes. - Provide clear and timely communication to customers on dispute status and resolution actions. - Escalate complex disputes to appropriate levels as needed.