Business Advisory Associate - Customer Operations Voice Support

Business Advisory New Associate-Voice

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory New Associate
Qualifications:BCom/Any Graduation/B.B.M
Years of Experience:0 to 1 years
Language - Ability:English(International) - Expert
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? The purpose of this role is to oversee the dispatch of engineer visits, schedules and communicate with customers to ensure timely visits. Utilizing our world-class scheduling system, you will manage any customer visits at risk of not happening. The Real-Time Workflow Tier 1 Specialist ensures operational efficiency and service level compliance by managing workflows, supporting field operations, and improving customer experience through proactive decisions and escalations. In this role, you will be responsible for effectively communicating with our customers. Utilizing our world-class systems and collaborating with our Home Service, Planning, Business, Sales and Service teams, you will swiftly and efficiently resolve issues, embodying our "one and done" culture. , • Coordinate and communicate effectively with internal teams and external customers through telephony and Live chat to ensure timely resolution of issues and seamless information flow • Manage challenging visit journeys and contact customers to confirm visit date suitability. • Help manage day-to-day engineer activities, mainly including handling requests from the Onshore RTWFS Tier 2 & Field requests • Oversee customer journeys requiring additional support and attention. • Respond to internal customer inquiries and manage expectations effectively. • Support ad-hoc requests from various business areas and keep stakeholders informed. • Represent the Real Time Workflow Team in various meetings. • Monitor, Amend, control & highlight Area Performance • Assist with responding to high priority and/or complex client requests to ensure that requests are handled quickly, correctly and appropriately • Respond to Client queries and escalations on email & Phone • Provide daily updates to Field Managers and internal reports regarding routing-related issues, at-risk jobs, and incomplete activities. • Assist with team-specific activities, including Mailbox & MS teams group channel • Assist with monitoring team and individual area performance to ensure that required service levels are met, including turn-around-time, productivity and accuracy
What are we looking for? Shift Structure • Two primary shifts: o Shift A: 07:00–16:30 GMT o Shift B: 09:00–18:30 GMT • Rotational day offs to ensure 7-day coverage. • Education: Any Graduates, however, ask for a passion for learning • Technical Skills: Proficiency in customer management and field services systems • Communication: o Excellent English verbal and written communication abilities, exceptional interpersonal skills. o Good understanding of UK geography to support region-specific tasks and communication. • Collaboration: Excellent stakeholder management skills to raise issues and ensure KPI’s are met, balancing business needs.
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