Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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? Support production as per objectives and as required by the process

Provide process training to new joiners.

Continuous coaching for advisors on process knowledge skills

Assisting the helpdesk agents in responding to issues and information requested from end users on a real time basis.

What are we looking for? Excellent knowledge in Helpdesk process.

4-6 Years relevant experience in Helpdesk Functional Support will be an added advantage

Aptitudes (functional skills)

Helpful and proactive manner, with a service orientation

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

Ability to work effectively in a team environment

Other Expectations

Excellent spoken & written English skills

Knowledge of personal computers and Windows, Word, Excel, PowerPoint, and E-mail software

Excellent knowledge of Business Excellence and all BE tools

Customer Service

Roles and Responsibilities: Operational Responsibilities

Daily

Maintain personal productivity by resolving target tickets on both calls and e-mail, per day as defined in the objectives.

Help team members in solving complex requests on calls and e-mails. Be available to take complex, escalated calls and e-mails

Maintain detailed knowledge at an expert level of all process/client functions and procedures

Provide process training for the advisors

Provide coaching to team members to be effective on the phone and emails, and enhance the process knowledge of the team members

Feedback to the advisors on process related queries and follow – up on feedback

Weekly

Develop a detailed update around outcomes / actions items from query review sessions

Provide updates on training plan and completion details

Conduct PKTs for advisors in the team and follow – up with feedback

Review process documents and provide updates to the advisors in case of any change/s in process

Commercial and Financial Responsibilities

Provide high quality helpdesk services to the Client, ensuring that contractual Accenture SLAs and service obligations are met for the work within scope of the role

Identify opportunities to improve quality of operations

People Management Responsibilities

No direct line reports in this role

Client Customer Responsibilities

To provide high-quality customer service to employees and/or vendors in response to email, telephone, or self-service enquiries

Call handling and e-mail handling skills, including handling complex & escalated calls as per the advisor’s request and needs on a real-time situation

Coaching and Training skills

Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation

Travel may be required as per business need

24*7 and Flexible for any Shifts

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com 

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