146 Customer Operations Jobs - Page 3

This role provides extensive technical exposure to IBM Server and Storage support for IBM clients in Eastern India. The Customer Support Engineer will visit client data centers, troubleshoot and resolve server and storage-related issues, and ensure smooth functionality. The position offers valuable opportunities for skill development in troubleshooting, problem determination, and resolution. Beyond technical expertise, the candidate must possess strong customer-handling, relationship management, and interpersonal skills, contributing to overall customer satisfaction and business growth. Roles & Responsibilities: Provide on-site support for IBM Server and Storage systems across client data centers. Troubleshoot, diagnose, and resolve hardware and software issues related to storage and server environments. Follow action plans set by L2/L3 support teams for complex problem resolution. Ensure prompt issue resolution, boosting customer satisfaction (CSAT index). Collaborate with internal teams and document solutions for ongoing improvements. Maintain strong relationships with customers and offer technical guidance. Be flexible to work in different shifts to support 24x7 customer operations. Continuously enhance technical expertise through self-learning and certifications. Travel across Eastern India and beyond as required to support business operations. Required education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise Minimum 7 years of experience in Server and Storage Support. Advanced hardware troubleshooting and part replacement expertise. Ability to follow L2/L3 support-directed action plans. Unix administration and operating system troubleshooting skills. Basic networking knowledge to aid in system connectivity troubleshooting. Industry certification in Unix administration. Storage administration expertise, including Logical Volume Manager, SAN zoning, Flash Copy, etc. Knowledge of data backup solutions. Strong verbal and written communication skills. Customer handling proficiency for effective problem resolution. Preferred technical and professional experience Expertise in IBM Power and Storage systems (Power 7, Power 8, Power 9, V5K, V7K, DS8K). Certification in RHEL or AIX administration. Knowledge of IBM Spectrum Protect for data backup solutions.

Greetings From Scorelabs Inc ! We are looking for a pleasant Customer Support Executives Answer questions and address complaints Answer all incoming calls and redirect them or keep messages Receive letters, packages etc. and distribute them Required Candidate profile Any Graduate/ Inter Qualifications Proven experience as front desk representative, agent or relevant position Proficient in English, Hindi & Telugu(oral and written) Call Hr Suvarna - 9502739374

Customer Support Executive Airline Process | Teleperformance | Gurgaon | 24x7 Rotational Shifts Teleperformance is hiring freshers and experienced candidates for the Airline Customer Support process. If you have strong communication skills and are looking to build your career in a reputed BPO, apply now! Job Description We are looking for dedicated and customer-focused Customer Support Executives to handle queries related to a leading airline. This is a non-sales role focused on customer assistance, service, and issue resolution for international clients. Excellent communication and a professional attitude are key. Key Responsibilities: Handle inbound/outbound calls and chats related to airline bookings, changes, cancellations, and customer queries Provide accurate information to customers and resolve issues in a timely and professional manner Maintain high levels of customer satisfaction and service quality Document customer interactions and update internal systems Collaborate with internal teams when escalation or additional input is needed Adhere to process compliance and quality standards Preferred Candidate Profile: Freshers are welcome Candidates with prior experience in customer service or BPO are preferred Undergraduates must have minimum 6 months of documented work experience 2025 passouts must provide: Hardcopy of 1st to 5th semester marksheets Online/soft copy of 6th semester marksheet Must have excellent communication skills in English Should be presentable, customer-oriented, and professional Willingness to work in 24x7 rotational shifts including night shifts and weekends Education: UG: Any Graduate Undergraduates must meet experience/documentation criteria Job Details: Role: Customer Support Executive Airline Process (Non-Sales) Industry Type: BPO / BPM Employment Type: Full Time, Permanent Department: Customer Success, Service & Operations Shift: 24x7 rotational Week Off: 2 rotational days Location: Gurgaon (45 locations) Salary: 25,000 30,000 per month (Based on experience and communication skills) How to Apply: Send your updated resume to: chhavi.sharma@platinoxconsultants.com For more details, connect with us via email Build your career with a global customer experience leader!

Workforce Management (Process Manager) India- Chandigarh | Full-time (FT) | Customer Operations | Job ID _ Shift Timings - Flexible (24*7) || Travel - NA Specialism- Customer Operations This role will be an essential part of the WFM Program in the Customer Operations Vertical. Candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. Candidate needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary. The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. Candidate must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred. WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the client in case of observations - Updating status in internal as well as client tools - Meet process expectations with high-quality standards and adherence to SLAs - Candidate shall adhere to the information security requirements WFM Process: - Should have min. 4/8/10 (APM/ PM/ SPM) years of experience in Work Force Management and MIS. - Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage - Sense of ownership to complete the task satisfactorily - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required - Check for signal levels on all equipment and certify jobs as completed - Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment - Fill up the complete report and share with the APM/PM daily - Collate and share information for all appointments that are cancelled Minimum Qualifications - Any Graduate with the minimum of 6 months of experience can apply for this post except for B.E, B.Tech, M.E, M.tech, MSc. B.Pharm and MBBS candidates who are not eligible for this post Preferred Qualifications - Basic knowledge of computer and/or telecom technology

Role & responsibilities Follow up with target clients & bring the new business. Prepare a market segmentation after studying the market scenario and potential keeping in mind the Existing clients with whom business being shared by other competitors, lost clients, new clients Regular visits to the client and develop partnership building between two organization by giving value addition say Technical advice, helping data collection, providing new updates on technology. Preparing sales monitoring reports and contact details along with the defined time frame To keep track with FARMER (KAM) on general performance of new hunt (client) he has brought in the lab. Watch the competitor Activity. Coordinate with different sections for any clarifications Liaise with Lab Manager, Sales Manager regarding day today sales and send regular reports to them. Textile Industry Experience is a Must. Interested candidates please share CV on sayeeda.pathan@sgs.com

Send resume: Tanuja@wissenpro.com Call: 88970 21143 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.

Primary Skills He/She/They OR, the incumbent will have 18+ years experience with a large marketing shared services or marketing service provider with a strong project track record. Intelligent Customer Operations practice within Capgemini Business Services. Leading a large team of customer interaction operations, you will deploy your team across a variety of engagements supporting new clients with their CX vision and future Contact Centre channel technology. Roles & responsiblities include: Leading large team across the globe for interaction ops voice, chat, email and data Fully responsible for meeting business SLAs Support and drive the digital transformation agenda for clients Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders Creation of technical and resourcing business cases aligned to client objectives Present at SLT sessions on your existing and prospective new client engagements Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation Manage a sales pipeline across the Customer Operations and CX offering Create digitally enabled solutions for prospective clients Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients Build strong internal and external networks to enable future CX opportunities Consult with internal stakeholders across sector verticals to drive existing and new client engagements Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks Attend networking events and CX conferences Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes Develop and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present Secondary Skills Skills /Experience required Business Consulting with Professional Service organization more than 15 years Large-scale BPO transformation and/or Professional Services experience Experience of solutions for Contact Centres and digital channels Ability to create a client proposal utilising various data points available Management of CX Consultants or Process Transformation/Improvement team Experience within commercial modelling and sizing Ability to create Contact Centre/CX solutions that support client objectives Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets Clear understanding of deflection and automation techniques within the Contact Centre and CX space Development of the relevant CX solutions for implementation e.g. chat bot, conversational AI Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality Process Improvement methodologies A passion and desire to improve CX and support clients on their journey Experience improving customer journeys to improve CX outcomes Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)

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

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? Ability to handle disputes Ability to meet deadlines Agility for quick learning Problem-solving skills Ability to work well in a team 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: 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 perform under pressure Ability to work well in a team Adaptable and flexible Agility for quick learning 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/B.B.M/12th/PUC/HSC Years of Experience: 0 to 1 years Language - Ability: English - Proficient 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 perform under pressure Adaptable and flexible Agility for quick learning Ability to work well in a team Commitment to quality 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,B.B.M,12th/PUC/HSC

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Business Advisory Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: Spanish - Proficient 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.You will be aligned with our Business Process Delivery. As the Support Center Query Controller responds to client and supplier requests (Tier 1) and operates in the functional aspect of a client Accounts Payable system and T&E system as well as the Accenture ticket tracking system. You should be proficient in the foreign language and use translation tools to meet the clients' needs. You should also have at least a B1/B2 certification from a recognized institution. The Foreign language team aids in translating process documents, reports and presentations from Foreign Language to English and vice versa, as required. The Support Center Agent acts on behalf of the client as main contact for supplier queries and answers questions regarding invoice payment status, remittance, T&E reports and reimbursements, researches and resolves non-complex problems/issues and escalates complex problems/issues. The Support Center Agent provides support for BSS Support Center customers and uses prescribed tools and processes for issue resolution. What are we looking for? Handle, research, and resolve phone and email inquiries for BSS Support Center customers regarding non-complex payment and T&E reimbursement issues Escalate issues as needed to other Accenture teams or customer contacts Develop strong working relationships to work effectively with these teams to achieve timely resolution Identify urgent and sensitive issues and inform and involve supervisor where required Document and update customer contacts and customer issues in the Ticket Tracking System Complete any follow-up work related to customer issue resolution. Answer questions, provide advice, and offer service to customers in a professional and courteous manner. Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center. Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences. Meet productivity and quality performance expectations as established by BSS Support Center management Focus on achieving defined KPIs and SLAs Conduct self-evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors. 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

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Inbound Sales Representative Associate Qualifications: Any Graduation/B.B.M/12th/PUC/HSC 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 meet deadlines Ability to perform under pressure Ability to work well in a team Adaptable and flexible Agility for quick learning 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,B.B.M,12th/PUC/HSC

Skill required: Next Generation Customer Operations - Customer Service 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 perform under pressure Written and verbal communication Ability to work well in a team Agility for quick learning 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: Service Delivery Ops Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years Language - Ability: Spanish - Proficient 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. Support additional duties as necessary in high volume periods in the Support Center.This job description reflects management s assignment of essential functions; it does not prescribe or restrict responsibilities that may be assigned. What are we looking for? Handle, research, and resolve phone and email inquiries for BSS Support Center customers regarding non-complex payment and T&E reimbursement issues Escalate issues as needed to other Accenture teams or customer contacts Develop strong working relationships to work effectively with these teams to achieve timely resolution Identify urgent and sensitive issues and inform and involve supervisor where required Document and update customer contacts and customer issues in the Ticket Tracking System Complete any follow-up work related to customer issue resolution. Answer questions, provide advice, and offer service to customers in a professional and courteous manner. Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center. Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences. Meet productivity and quality performance expectations as established by BSS Support Center management Focus on achieving defined KPIs and SLAs Conduct self-evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors. 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

We are hiring !!! Role - Business Consultant - Operations Location -Bavdhan ,Pune Salary - Rs. 4.34 Lac P.A. ( Fixed + Variable ) Note -Looking for Immediate Joiners Only - Male candidates only Perks and Benefits - Incentives - Appraisal twice in the first year and thereafter every year Role & responsibilities Understanding the requirements of the Clients based on Sales Team inputs. Coordinating with clients for proper documentation Forwarding expectations of clients to the operational team to deliver team to deliver them in time. Support the operations team with the feedback from the client. Acting as a supporting bridge between the Clients & Legal team Preferred candidate profile Graduate/Post Graduate Fresher will be preferred Pleasant interpersonal skills Self-motivated, detail oriented and able to prioritize work efficiently Proficient in email, MS excel and good computer typing Excellent command over English and Hindi

allocation to SDE’s interacting with client, attending Client calls & meetings, Conduct Weekly, SMR, Project Review, Daily Team meetings, Ensuring Process Improvement By Identifying Areas And Methods For Continuous Improvement (Re-engineering) Required Candidate profile Creating & Updating Daily Dashboards. Controlling Attrition. Maintaining/ Updating Skills Matrix. Ensuring Resource Utilization.Timely Escalation & Tracking Of Issues. Ensuring Resolution Of Issues

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 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 worlds 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 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 Agility for quick learningAbility to work well in a teamWritten and verbal communicationCommitment to qualityAdaptable and flexible 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 New Associate Qualifications: Any Graduation Years of Experience: 0 to 1 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 worlds 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/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 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: Next Generation Customer Operations - Customer Service Technology Designation: Inbound Sales Representative Associate Qualifications: Any Graduation Years of Experience: 1 to 3 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 worlds 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.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 Written and verbal communicationAgility for quick learningAbility to work well in a teamAdaptable and flexibleAbility to meet deadlines 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 Associate Qualifications: Any Graduation Years of Experience: 1 to 3 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 worlds 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.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 flexibleProblem-solving skillsAbility to perform under pressureAgility for quick learningResults 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

Role & responsibilities Obtaining, checking and preparing documents in system to meet sea export compliance with other countries guidelines. Maintaining current knowledge of country guidelines and other factors that could affect the movement of Freight. Data verification and data punching as per SLI, Invoice and Packing lists for Bill of Lading preparation. Placing Booking to carrier on their platforms. Communicating with our counterparts and ensuring timely prints of BL/FCR and debit notes to customers. Raising debit notes based on sales quotations to shippers and to overseas. Overseas communication regarding shipment ETA & ETD Rate quoting for Nomination shipments. Local supplier communication regarding shipment readiness rate quotation for Local Charges to them for both Prepaid and Collect shipment. Communication with Transporter/Clearing Agent for shipment especially in case of EXW shipments. Sending Pre-alerts overseas within a time frame as per guidelines. Oversee the end-to-end ocean export process, including booking shipments, managing documentation, and coordinating with shipping lines. Ensure that shipments comply with international regulations and standards. Build and maintain strong relationships with clients, addressing their shipping needs and concerns. Provide regular updates and status reports on shipments, ensuring transparency. Ensure all export documentation is accurate, complete, and submitted in a timely manner Stay updated on export regulations and ensure compliance with customs Monitor and manage the export budget, ensuring profitability and cost-effectiveness. Address and resolve any issues that arise during the export process, including delays, damages, or disputes. Implement corrective actions to prevent future occurrences. Stay informed about market trends, competitor activities, and changes in regulations affecting ocean freight. Work closely with other departments, such as sales, CHA, and accounts, to ensure a seamless flow of information and service delivery Preferred candidate profile Candidates having relevant experience in Ocean Export Operations and Customer Service from Freight Forwarding industry only. Perks and benefits

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years About Accenture 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. Support Next Gen Customer Operations opportunities and delivery of the solution by leveraging Accentures full capabilities. Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team. The Service Delivery Ops Manager plays a vital role in creating long term customer relationships, acting as the bridge between the client, internal and external stakeholders and our operational delivery teams. 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 Ability to perform under pressure Ability to establish strong client relationship Strong analytical skills Ability to manage multiple stakeholders Plan, deliver and execute project(s) and program(s) Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center) Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies Reporting Accountable for the followingDelivering weekly and monthly status reports including SLA/KPI results, operations-related issues and risks, performance improvement opportunities and financial performance Reviewing daily reports including productivity and quality reports, capacity plan and actuals, end of shift reports, attendance logs and critical issues/concerns Client Management Develops and manages key internal/external client relationships. Demonstrates thorough understanding of client relationships/business practices. Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote client satisfaction. Demonstrates business and industry acumen to initiate and/or develop client relationships. Performance Management Oversees and promotes consistent application of human resource processes including performance management, career development, salary review, and resource allocation within area of responsibility. Manages team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices. Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibility The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors Requires adherence to strategic direction set by senior management when establishing near-term goals Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach Some latitude in decision-making in involved you will act independently to determine methods and procedures on new assignments Decisions individual at this role makes have a major day to day impact on area of responsibility The person manages large - medium 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 Qualification Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Senior Analyst Qualifications: Any Graduation Years of Experience: 5 to 8 years About Accenture What would you do A Senior Analyst will be responsible for management of a team and continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. The Senior Analyst will work as part of the management team striving to meet all SLAs, targets and objectives through effective staff managementOperational Responsibilities Manage Operations from process & measurement standpoint Maintain regular communications with team on departmental and individual level performance expectations Work with client/Account Executive/Onshore team to define process and procedures Set and assess representatives performance expectations and performance, and create individualaction plans and provide constructive feedback on performance to individuals on a regular basis- Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. Ensure performance and attendance issues and addressed promptly and consistently. Assist with scheduling and forecasting of staff to maintain optimal service provided Develop reward and recognition programs for teams Manage escalated customer enquiries / complaints Strong analytical and data management skills Analyse and propose process improvements consistently Strong focus on people Share best practices across the process & facilitate process improvements/cost reduction initiatives Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics Drive Business Excellence People Management Responsibilities Direct reports:Level 11 to Level 13 Strong leadership and management ability Determine training needs for the team members Coach individuals on performance improvement tactics while providing positive feedback to thoseperforming above expectationsClient Customer Responsibilities Client Relationship Building Drive productivity in the respective process Managing day-to-day operations based on SLAs Ensures seamless delivery of services and manages all aspects of operational team Core Competencies People management Drives issues to resolution and good problem-solving skills Good interpersonal skills Good administration skills Comfortable with responding to requests from all levels of the organization Team Player Positive Mindset Planning & Organisation skills Motivation Skills What are we looking for NACore Competencies People management Drives issues to resolution and good problem-solving skills Good interpersonal skills Good administration skills Comfortable with responding to requests from all levels of the organization Team Player Positive Mindset Planning & Organisation skills Motivation SkillsEducational Profile Any graduate/post graduate from Govt. recognized universitiesExperience Profile Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role) HR domain experience is essential, with strong knowledge of HR processes, policies, and core functionsWorking Dimensions Call handling skills (handling complex & escalated calls) Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation 24*7 Flexible to Travel onshore if required Able to work on a flexible basis as determined by the business needs 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 Qualification Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Qualifications: Any Graduation What are we looking for Core Competencies People management Drives issues to resolution and good problem-solving skills Good interpersonal skills Good administration skills Comfortable with responding to requests from all levels of the organization Team Player Positive Mindset Planning & Organisation skills Motivation SkillsEducational Profile Any graduate/post graduate from Govt. recognized universitiesExperience Profile Prior international BPO work experience in team management role is mandatory (minimum 1 year Team Handling role) HR domain experience is essential, with strong knowledge of HR processes, policies, and core functionsWorking Dimensions Call handling skills (handling complex & escalated calls) Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation 24*7 Flexible to Travel onshore if required Able to work on a flexible basis as determined by the business needs 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 with in 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 Qualification Any Graduation