Senior Customer Service Analyst - Voice Support

Customer Service Senior Analyst-Voice

Skill required: Voice - Service Desk Voice Support
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? Service Delivery Analyst will provide the knowledge, expertise and guidance to manage the process and people efficiently. To ensure accuracy in all the resolutions provided by the helpdesk. The Analyst is expected to answer all process related queries raised by Customer service Associate and the end user, train and coach them on processes and service quality.
What are we looking for? Educational Profile • Any graduate from Govt. recognized universities Experience Profile • 2 + years Human Resource experience with similar background • Prior international BPO work experience preferred Personal Attributes • Strong Customer Service and communication skills (both written & verbal). • Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. • Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users. • Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity. • Flexible to work night/rotational shifts and weekends. • Ability to speak English fluently. Working Hours: 24 x 7 Unique Knowledge & Skill Requirement • Hands-on experience with Ticket tracking tools like SNOW, WQM etc • Hands-on experience in agent coaching and training • Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) • Excellent verbal and written communication skills • Customer Service experience or process execution, business with focus on support and operations. (Optional E-commerce background) • Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticketing tool, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications. • Experience related to Helpdesk query management • Good technical aptitude with an ability to learn quickly • Excellent communication, consultative and customer relationship skills. • Proficiency in English is required, any additional language is a plus. • Good knowledge of the E-Commerce world is a strong plus. (Optional) • Strong oral and written communication skills. • Strong interpersonal skills. • Strong conflict management skills.
Roles and Responsibilities: • Manage and Inspire Team Results • Manage schedule adherence (For Self and Team) • Partner with Team Lead to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors • Perform RCA on service issues / complaints • Assist agents in handling tickets. • Identify training needs for team and individuals through monitoring, escalations and desk reviews. • Work with Supervisors to develop specific job aides as needs arise. • Provide floor Support • Report results to management • Maintain BE related documents for the team • Manage escalations • Will need to be working on tickets as and when needed • Recognize and reward positive behavior, results, etc. • Motivate and inspire continuous improvements • Knowledge about B2B buying , digital commerce, digital marketing (Optional) • The Digital Conversion and Commerce Support specialist is a motivated and result driven individual with a strong “can-do” attitude, that assists customers and partners by removing any obstacle from the digital purchase process in a one-touch resolution process: inquiries from users across the different portals can be of a technical nature (access, check-out, order, fulfilment) or basic guidance-to-purchase nature (questions on product feature, compatibility etc.). • The Digital Conversion and Commerce Support specialist will engage with a number of different external teams to ensure the issue resolution •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