Customer Contact Communications Analyst - Voice

Customer Contact Comms Analyst-Voice

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? •Experience Excellent knowledge in Helpdesk process. 4-6 Years relevant experience in Helpdesk Functional Support will be an added advantage Working Dimensions 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 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
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 feedbacks 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