267 Customer Operations Jobs - Page 10

Job Description of Customer Escalation, Billing & Complaint Resolution Expert :- About the Role :- Were on the hunt for a Customer Escalation, Billing & Complaint Resolution Expert — a true resolution champion who can turn friction into satisfaction. If you have a strong background in handling complex customer queries, billing issues, and complaints in a fast-paced international BPO or US work environment, we’re ready to welcome you to the frontlines of our customer experience team. What You’ll Do :- Take ownership of high-level customer escalations, especially involving billing disputes, unresolved complaints, and service issues. Act as the final point of contact for irate or dissatisfied customers, using emotional intelligence and clear communication to de-escalate tensions. Investigate and resolve complex cases by coordinating with internal teams (billing, technical, product) and ensuring timely closure. Document all interactions accurately in CRM systems and identify patterns that indicate root causes. Recommend process improvements based on escalation trends and recurring issues. Provide feedback and support to front-line agents to prevent future escalations. What We’re Looking For :- 3+ years of experience in customer escalation management, billing resolution, or complaint handling — ideally in an international BPO or US support environment. Fluent English speaker with a clear neutral or US accent – communication is your superpower. Cool under pressure – you don’t just solve problems, you make customers feel heard and valued. Deep understanding of billing systems, customer service platforms (like Zendesk, Freshdesk, or Salesforce), and escalation workflows. Proactive, solutions-oriented, and capable of working independently in a remote setup. Comfortable working night shifts aligned with US hours. Why You’ll Love Working with Us :- Work from anywhere – this is a 100% remote opportunity. Be the voice of calm and reason – and the hero in the customer's story. Join a fast-growing, supportive team where your insights actually shape the way we serve. Competitive pay and performance-based incentives. Exposure to global customers and challenging, meaningful work.

We're Hiring: Support Executive (FASTag Services Operations) Job ID: SE/OPR/APR25 Company: Akova Fintech Solutions Private Limited Location: 18 Rabindra Sarani, Poddar Court Building, Gate No: 3, 3rd Floor, Room No: U, Kolkata 700001 Salary: As per candidature (competitive and experience-based) Work Mode: Hybrid – Work from Office & Work from Home About Akova: Akova Fintech Solutions Pvt. Ltd. is a leading fintech company specializing in FASTag services, delivering innovative, seamless toll payment solutions across India. We're expanding and looking for motivated individuals to join our growing Operations Support Team. Role Overview – Support Executive (FASTag Services): As a Support Executive, you’ll be the first point of contact for our customers, assisting them with FASTag-related queries through phone, chat, and email. You’ll play a key role in ensuring smooth user experience, issue resolution, and service education. Responsibilities: Respond to customer queries via phone, chat, and email. Assist with FASTag account issues, transaction disputes, and service interruptions. Educate users on new features, policies, and processes. Guide customers through troubleshooting and self-service steps. Ensure timely resolution and maintain follow-up on open tickets. Accurately document customer interactions and feedback. Preferred Skills & Qualifications: Strong communication skills (verbal & written). Ability to manage multiple queries in a fast-paced environment. Preferred Knowledge: SQL Python Advanced Excel Problem-solving mindset with a customer-first approach. Freshers welcome – training will be provided. Work Details: Rotational Shifts (Details shared during interview) Hybrid Role – Work from Office and Work from Home flexibility High-visibility operational role with impact Why Join Akova? Training and mentorship provided Opportunity to grow in the fintech sector Friendly and collaborative work culture Flexibility and career advancement opportunities Apply Now: Send your updated CV to: pratik.ghosh@akova.in Contact: 9147067841

Email your resume to: Raveena@wissenpro.com or Khushi@wissenpro.com Job Description: We are seeking an experienced Team Leader to oversee day-to-day operations in our BPO/KPO environment. The ideal candidate will be responsible for driving team performance, managing key metrics such as Attrition, Shrinkage, AHT (Average Handle Time), CSAT, and SLA compliance , and ensuring high levels of employee engagement and client satisfaction. Key Responsibilities: Lead and manage a team of associates to achieve defined KPIs. Monitor and control Attrition, Shrinkage , and ensure optimal resource utilization. Track and improve AHT , FCR (First Call Resolution), and quality scores. Conduct regular team meetings, coaching sessions, and performance reviews. Collaborate with operations and HR to address performance and behavioral issues. Prepare and analyze reports on operational performance and present insights to management. Key Skills: Strong command over operational metrics like Attrition, Shrinkage, AHT, CSAT, and Productivity . Leadership and people management skills. Excellent communication and conflict resolution abilities. Experience with CRM/ticketing tools and reporting systems.

Manager/Team Lead - Customer Service/Operational Management - BPO/KPO 7+ Years - Pune Location - Pune Summary - We are hiring a dynamic and experienced Customer Service Manager to lead our call center operations. This leadership role is ideal for professionals with a proven track record in managing large customer service teams, driving operational efficiency, and delivering top-tier customer experiences. If you thrive in a high-paced environment and have a passion for service excellence, wed love to connect. Your Future Employer - Join a customer-first organization that values innovation, people leadership, and data-driven decision-making. Be part of a fast-growing team that strives to deliver exceptional customer service and operational success while creating a collaborative and rewarding work environment. Responsibilities - Lead, mentor, and develop a team of supervisors and customer service agents. Oversee daily call center operations including scheduling, performance tracking, and workload balancing. Monitor KPIs such as CSAT, FCR, SLA, AHT, and agent utilization. Use analytics to enhance workflows and drive performance improvements. Handle escalations and ensure prompt resolution of customer issues. Collaborate with internal departments (IT, Sales, Product) for service excellence. Lead operational processes for insurance services including claims and policy administration. Ensure compliance with industry regulations and company policies. Drive process improvements and operational automation initiatives. Deliver reports and insights to senior management using tools like Power BI. Requirements - Bachelor’s degree in any field. 7+ years of experience in customer service or contact center leadership. Strong knowledge of contact center tools (CRM, IVR, ACD, WFM). Excellent leadership, coaching, and people management skills. Strong communication, problem-solving, and organizational abilities. Familiarity with insurance processes and industry compliance. Proficiency in MS Office and insurance management software. Willingness to work in 24/7 rotational shifts. What is in it for you – Opportunity to lead high-impact operations for a growing team. Work in a collaborative, innovative, and inclusive culture. Exposure to cross-functional leadership and strategic decision-making. Career growth opportunities within a fast-paced environment. Competitive compensation and benefits. Reach us : If you think this role is aligned with your career, kindly write me an email along with your updated CV on vasu.joshi@crescendogroup.in for a confidential discussion on the role. Disclaimer : Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note : We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! Profile Keywords – Crescendo Global, Jobs in Pune, Customer Service Manager Jobs, Insurance BPO Jobs, Call Center Operations, Contact Center Leadership, Customer Experience, SLA Management, Escalation Handling, CRM Tools, IVR Systems, AHT Reduction, FCR Improvement, Jobs for Managers, Team Leadership in BPO.

Role/ Designation - Customer Service Specialist (AM / DM) Sub Department - Central Operations Experience - 4/6 years of relevant work experience in Bank / NBFC Key Responsibilities: Lead the customer service team Work effectively across a variety of communication channels: phone, email, Portal, social media, etc. Delight customers during every service interaction Collect and analyze feedback after completing customer enquiries Work collaboratively with teammates to solve customer issues quickly and efficiently Report customer complaints and escalate issues when necessary to prevent customer dissatisfaction. Keep the record of customers and follow-up with them on a timely basis for better customer experience. Retain customers by answering questions and providing suggestions that lead to short- and long-term success. Skills Required: Prior work experience in bank / NBFC handling Customer excellence team Understanding of how CRM system works Excellent verbal and written communication skills Passion for consistently providing world class customer experience Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying, and what they mean Comfortable managing several competing task and issues in a fast-paced environment Attention to detail, organisation skills, and superior time management skills The ability to work independently as well as in team environment Patience and the ability to remain calm while adapting to a variety of situations The willingness to learn and help. Problem solver and result driven.

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Inbound Sales Representative Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years 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.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? Adaptable and flexible Problem-solving skills Ability to perform under pressure Agility for quick learning Results orientation Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCustomer Operations - Voice - Help desk role - ticket resolutionRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for? Ability to meet deadlines Adaptable and flexible Collaboration and interpersonal skills Written and verbal communication Process-orientation Customer Service Customer Service Management Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Inbound Sales Representative New Assoc Qualifications: Any Graduation Years of Experience: 0 to 1 years 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.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? Adaptable and flexible Problem-solving skills Ability to perform under pressure Agility for quick learning Results orientation Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? This Role involves deeper understanding of the Service Centre / Query Management teams & Leveraging expertise to solve specific problems pertaining to Comp & Benefits . Manages and leads a team of employees. Communicates company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? "Essentials: Bachelor's degree (Any decipline)Desirable: HR Domain Certification Knowledge and experience of Success Factors Employee Central Module""Essentials : 6 - 7 years of industry experience 4+ years of Service Centre / Query Management experience 1+ years of team handling experience Experience of working on HCM system Client / stakeholder engagement in outsourcing environmentDesirable : Working knowledge of Success Factors - Employee Life Cycle processes New process transition Experience in HRO set up for multi- country support Roles and Responsibilities: "Delivery & Client management:Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following: Ensure adherence to designed process Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI. Liaise with Service Management Team on reporting performance measures to the Client. Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards Create & implement governance/review mechanism to monitor performance metrics and ensure compliance to defined process requirements. Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA). Demonstrate strong customer service in all activities & lead by example Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible. Manage service issues & escalations via escalation process. Perform root cause analysis and suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution Create a logical plan with realistic estimates and schedule for an activity or project segment. Ensure progress, issues and agreements are properly documented and acted upon. Develop & maintain an excellent relationship with internal and external clients and / or business partners to ensure achievement of business goals Ensure that Business Continuity and Disaster Recovery Plans are up to date and liaise with BCM Team and Local IT to ensure testing periodically. Subject Matter expertise / Training/Updates/ Quality/ documentation In-depth understanding of Employee & Org data Mgmt Processes ( New hire, exit, Job changes etc) Processes to meet Business requirements (e.g., timelines, quality, and costs) Acquires in depth knowledge, as required & support in Knowledge Transfer of any process Qualification Any Graduation

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Operations Associate Manager Qualifications: Any Graduation Years of Experience: 10 to 14 years 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.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? " Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality Manage resources to achieve these assignments Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings Maintain team's work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.) Approve team members time sheets, identify source of any variances and drive plans to correct the same Identify and manage issues and risks and act as an escalation point within the team Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as neededCompetency and Skill Management Manage and develop team competency coverage through cross-training, leadership development and succession planning Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategiesPeople Development and Management Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.) Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts" QualificationAny Graduation

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Service Delivery Ops Lead Senior Manager Qualifications: Any Graduation Years of Experience: 16 to 25 years 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. 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? 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. Roles and Responsibilities: In this role you are required to identify and assess complex problems for area(s) of responsibility The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters Should have latitude in decision-making and determination of objectives and approaches to critical assignments Their decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility Individual manages large teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Next Generation Customer Operations - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years 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 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 handle disputes Written and verbal communication Ability to work well in a team Problem-solving skills Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Next Generation Customer Operations - Visual Design and Development Designation: Inbound Sales Representative New Assoc Qualifications: Any Graduation Years of Experience: 0 to 1 years What would you do? Graphic & Visual Design Visual Design Visual Design and Development User Experience (UX) Design User Interface (UI) Design Adaptable and flexible Agility for quick learning Ability to perform under pressure Written and verbal communication Ability to meet deadlines What are we looking for? Help balance increased marketing complexity and diminishing marketing resources. Drive marketing performance with deep functional and technical expertise, while accelerating time-to-market and operating efficiencies at scale through Data and Technology, Next Generation Content Services, Digital Marketing Services & Customer Engagement and Media Growth Services.Role requires Digital Marketing Ads & Promotion creation/designIn this role is aligned to our visual design and development team which is responsible for designing and planning the implementation of visual materials such as illustrations, photography, typography, space, layouts, and color. Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms New Associate Qualifications: Any Graduation Years of Experience: 0 to 1 years What would you do? Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool Walk customers/ Provide navigational support on self service portal Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines Place outbound calls to customers when required in line with Client / Company guidelines Work productively whilst maintaining exceptional call/data quality standards in line with targets Contribute to the team through open and regular communication with peers / supervisors Adhere to all company or departmental policies and procedures (personnel and operational) Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process Maintain regular and punctual attendance in line with company policies and proceduresCustomer Operations - Voice - Help desk role - ticket resolutionNature of HR queries to be dealt with: Provide recruitment and onboarding support to new employees Updating personal records (Address, Name, emergency contact details) of the employees Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time. Helping employees obtain their verification of employment Helping hiring managers in the recruitment process Manage employee grievance queries Administer or change benefits, health plans, retirement plans, etc.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? Customer Service Customer Service Management Adaptable and flexible Problem-solving skills Agility for quick learning Written and verbal communicationKnowledge & Skill Requirement Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer Good technical aptitude with an ability to learn quickly Excellent verbal and written communication skills Typing speed- 50 words per minute Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your primary interaction is within your own team and your direct supervisor In this role you will be given detailed instructions on all tasks The decisions that you make impact your own work and are closely supervised You will be an individual contributor as a part of a team with a predetermined, narrow scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing tool Walk customers/ Provide navigational support on self service portal Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines Place outbound calls to customers when required in line with Client / Company guidelines Work productively whilst maintaining exceptional call/data quality standards in line with targets Contribute to the team through open and regular communication with peers / supervisors Adhere to all company or departmental policies and procedures (personnel and operational) Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process Maintain regular and punctual attendance in line with company policies and proceduresCustomer Operations - Voice - Help desk role - ticket resolutionNature of HR queries to be dealt with: Provide recruitment and onboarding support to new employees Updating personal records (Address, Name, emergency contact details) of the employees Helping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time. Helping employees obtain their verification of employment Helping hiring managers in the recruitment process Manage employee grievance queries Administer or change benefits, health plans, retirement plans, etc.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? Customer Service Customer Service Management Adaptable and flexible Problem-solving skills Agility for quick learning Written and verbal communicationKnowledge & Skill Requirement Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet Explorer Good technical aptitude with an ability to learn quickly Excellent verbal and written communication skills Typing speed- 50 words per minute Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Inbound Sales Representative Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years 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.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 handle disputes Ability to meet deadlines Ability to perform under pressure Ability to work well in a team Adaptable and flexible Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? College graduate, preferred but not required Excellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources) Experience in customer care, sales, tech support and/or similar accounts, required Experience in broadband and/or TV troubleshooting, recommended but not required Roles and Responsibilities: Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. To perform assigned skill sets and its corresponding activities and tasks efficiently. To support & record a variety of customer service issues through telephone from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client. To provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issues To provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customer's lifestyle needs and generate additional revenues as a result To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues. To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities. Qualifications Any Graduation

Skill required: Customer Operations - Voice - Customer Service Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 - 3 Years 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.Candidate who is good in email and chat process, who is good in typing is what is preferred hereCustomer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face. What are we looking for? Adaptable and flexible Ability to perform under pressure Problem-solving 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 Qualifications Any Graduation

We are actively hiring for AM Operations !!!! Location- Malad , Mumbai Shift - Rotational Shifts (including night shifts - 5 days working with 2 rotational weekoffs) HSC/ Grad both can apply Roles and responsibilities- 1. Supports operations : Assists the Operation Manager in overseeing daily operations and managing the team. 2. Team supervision : Supervises a subset of customer service representatives, providing guidance and feedback. 3. Performance analysis : Analyzes performance data to identify trends and areas for improvement. 4. Process implementatio n: Implements process changes and improvements under the guidance of the Operation Manager. 5. Quality assurance : Ensures quality standards are met, and customer interactions meet expectations. Key Skills 1. Leadership and management: Strong leadership and team management skills. 2. Communication: Excellent communication and interpersonal skills. 3. Analytical: Ability to analyze data and identify areas for improvement. 4. Problem-solving: Strong problem-solving and conflict resolution skills. 5. Adaptability: Ability to adapt to changing priorities and client needs. Interested candidates can connect with- Simran Rana- 9137514621

Roles and Responsibilities: 1. Follow the SOP and complete the pricing requests per the SLA agreed. 2. Maintain 100% accuracy on the pricing requests. 3. To create the offers, coupons based on the request from Business. 4. Timely delivery of campaign coupon codes and monitor the daily pricing. 5. To identify the processes that can be automated and feature that requires enhancement and drive engineering to deliver the automation and tool related feature enhancements Education: Any bachelor's degree. Position: Contract - Full time Competency: Any back office BPO domain Healthcare, Ecommerce preferred. Should be strong in Excel and have previous experience in doing reviews on huge volume of data. Should be good in logical thinking and have understanding on basic mathematics like percentages, discounts etc. Ability to work in night shifts and scheduled rosters and candidates who have worked previously in night shift is preferred

Responsibilities: Managing customer orders: soft spoken, order taking, order management, order tracking. Managing Receivable: Account receivable, Collaborate with industry partners, accounting, other functions. Expense management: Booking expenses Travel allowance Health insurance Job/Soft skill training

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Service Delivery Ops Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years 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.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.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Adaptable and flexible What are we looking for? In this role, you are required to function as a Subject Matter Expert supporting the members of the team You will work in close coordination with the TeamLead to provide & drive level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact for the team In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your team and direct supervisor You will be provided detailed to a moderate level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact your work You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders You will be required to help in the overall team s workload by managing your deliverables and help the team when required You will be an individual contributor as a part of a team, with a predetermined focused scope of work.Please note this role may require you to work in rotational shifts 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 Qualification Any Graduation

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Operations Team Lead Qualifications: Any Graduation Years of Experience: 7 to 11 years 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.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? " Exhibits basic competency indicators consistently and effectively:Demand Management Estimating Financial Management Risk Management Scope Management Service Change Management SDS - Standard Delivery Solution Vendor Management Exhibits competency indicators of medium complexity occasionally:Contract Management Cost Management Stakeholder Management Exhibits competency indicators of medium complexity consistently and effectively:Client Relationship Development Continuous Improvement Contract Compliance Execution Issue Management Operational Excellence Operations Management Performance Management (Metrics & Status Reporting) Problem-Solving & Escalation Management Project Management Quality & Process Improvement Report Creation Resource Management SLA (Service-Level Agreement) Management Work Planning and Management" Roles and Responsibilities: " In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts" Qualification Any Graduation

Handle daily operations across platforms: Amazon, Flipkart, Blinkit, Big Basket, Shopify, etc. Oversee order processing, returns, and RTO management. Coordinate with logistics, packaging vendors, and manufacturers for timely fulfillment.

Role & responsibilities Manage day-to-day operations of SMEs (Subject Matter Experts) to ensure seamless delivery of services. Collaborate with cross-functional teams to identify process improvements and implement changes. Develop and maintain strong relationships with clients, understanding their needs and expectations. Conduct research analysis to provide strategic insights on business operations and decision making. Ensure attention to detail in all aspects of work, including documentation and reporting. Preferred candidate profile 1-5 years of experience in a similar role or related field. Strong analytical skills with ability to interpret data effectively. Excellent communication skills for effective collaboration with stakeholders. Proficiency in problem solving, critical thinking, and decision making. Deep knowledge of domain expertise required. Perks and benefits