5.0 - 9.0 years

0 Lacs

karnataka

On-site

As a Senior Analyst at Accenture, you will be aligned with the Customer Support vertical to manage and resolve customer queries, address escalations and complaints, and provide optimal resolutions within defined SLAs. Your role will involve closing faults and complaints efficiently while maintaining a high level of customer satisfaction. We are seeking a proactive candidate with excellent communication skills and a solid understanding of Customer Support metrics. Ideally, you should possess market knowledge of the US Wireless and Telecom domain, along with domain expertise in International Voice processes. Analytical skills and attention to detail are essential for this role. You must be capable of assertive communication, influencing others, probing for responses, and empathizing with customers. Previous experience in achieving targets within budget constraints is advantageous. In addition to individual proficiency, you should exhibit team-building skills to coach, connect, and motivate team members. The ability to define problems clearly, consider all available facts and alternatives, and make decisive and objective decisions is crucial. Familiarity with quality tools like RCA, CAPA, pareto, box plots, etc., is desirable. Your responsibilities will include communicating with client customers via voice to resolve issues, accessing internal systems for order information, and initiating necessary actions for responding to customer service requests. You should adapt effectively to changing priorities, collaborate with individuals at various levels, and take ownership of goals to drive yourself and the team towards achieving desired outcomes. Furthermore, you will be expected to monitor team expectations, project SLAs, knowledge sharing, and retention within the team. Collaborating with supervisors and managers to provide insights, performance trends, and agree on next steps will be a part of your routine responsibilities. Handling customer escalations and providing resolutions that require higher authorization will also be a key aspect of your role. If you possess a graduation degree and have 5-8 years of relevant experience, along with proficiency in English, we encourage you to apply for this challenging and rewarding position at Accenture.,

Posted 2 weeks ago

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