Business Advisory Analyst - Customer Support Operations

Business Advisory Analyst-Messaging

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory 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? 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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! 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? • Excellent English speaking and writing skills is a must (with trainable on Technical Process) • Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc • Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks • Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage • Customer Problem solving or troubleshooting experience is an advantage • Must have intermediate knowledge of Microsoft Office tools – Word/Excel/Power Point • Must be flexible in changes in working schedule and environment while maintaining accuracy and quality of output to meet the requirements of the client • New ways of working and a changing environment requires the ability to quickly learn and adapt. • Ability to multitask and adopt to change is must • Experience in the telco or similar technology industry is preferred • Excellent customer service and phone skills • Experience in interacting with other professionals in a working environment. • Experience with working according to plan
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 •• This position will be the primary interface point between client and Vendors across globe in delivering: Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation • Perform tactical management for worldwide vendor interface functions, coordinating and managing site access lists and requests, material receipts/shipments, remote hands requests, and similar operational functions. • This position will be the primary interface point between internal site access requests and external vendors, and will rigorously follow established processes. • Performs customer request/problem identification and follows defined procedures to resolve correctly. • Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention • Develops and maintains knowledge of customer and customer specific business environment • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training • Shares information required for the team to be successful • Demonstrates understanding of the customer’s business needs or market and maintains high customer satisfaction ratings • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback