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 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.The network, whether physical or virtual, relies on a large staff to keep it running 24x7 — and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured. An operator’s construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. 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 establish strong client relationship •Strong analytical skills •Written and verbal communication •Results orientation
Roles and Responsibilities: •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•This position will be the primary interface point between client and Vendors across globe in delivering: Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation•Perform tactical management for worldwide vendor interface functions, coordinating and managing site access lists and requests, material receipts/shipments, remote hands requests, and similar operational functions.? This position will be the primary interface point between internal site access requests and external vendors, and will rigorously follow established processes.? Performs customer request/problem identification and follows defined procedures to resolve correctly.? Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution? Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention?? Develops and maintains knowledge of customer and customer specific business environment? Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role tra