IT Customer Service Associate Manager

IT Customer Service Associate Manager-Messaging

Skill required: Chat - Service Desk Non-Voice Support
Designation: IT Customer Service Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 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. Customer support should have excellent written and spoken English skill. Strong comprehension and analytical skill is mandate to understand customer’s need and provide solution basis of analysis of the account. Ability to multitask and work with multiple tools to provide the best resolution. Functional knowledge of using CRM solution and MS Excel.Domain knowledge of US Customer Service, preferably Telecom industry.Job requires the candidate to be confident, probe for responses and empathize with customers. Needs to be customer centric with strong conversational skills.Typing speed (Speed – 25 words per minute – 85% accuracy).Sales/Retention/Tech experience would be an added advantage.Willingness to work mainly US shifts in a 24/7 environment with shift rotations.Job requires the candidate to be confident, probe for responses and empathize with customers. Recording, 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? Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts Review the transaction, associated accounts and highlight if unusual activity is indicated as per the defined processes Perform research, verification and analysis of the data and arrive at conclusion Narrate investigation outcome in a specific format for further escalation as appropriate Achieve the levels of productivity and quality as per the standards, agreed for the process Adhere to Organization Policies and Rules Expected to learn and demonstrate strong understanding of Compliance risks and controls Support the Lead in creating process documentations as per business requirements Adherence to Data Security guidelines Drive key process changes with Leads/SMEs Analyze accounts and data to identify suspected fraud activity Analyze accounts and transaction patterns to determine existing fraud trends Analyze chargeback data to identify fraud trends and prepare chargeback reports Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts Review the transaction, associated accounts and highlight if unusual activity is indicated as per the defined processes Perform research, verification and analysis of the data and arrive at conclusion Narrate investigation outcome in a specific format for further escalation as appropriate Achieve the levels of productivity and quality as per the standards, agreed for the process Adhere to Organization Policies and Rules Expected to learn and demonstrate strong understanding of Compliance risks and controls Support the Lead in creating process documentations as per business requirements Adherence to Data Security guidelines Drive key process changes with Leads/SMEs Analyze accounts and data to identify suspected fraud activity Analyze accounts and transaction patterns to determine existing fraud trends Analyze chargeback data to identify fraud trends and prepare chargeback reports
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures • The person requires understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor or team leads • Generally interacts with peers and/or management levels at a client and/or within Accenture • The person should require minimal guidance when determining methods and procedures on new assignments • Decisions often impact the team in which they reside and occasionally impact other teams • Individual would manage medium-small 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