Senior Analyst - Delivery Operations (Voice & Digital Customer Support)

Delivery Operations Senior Analyst-Voice

Skill required: Omnichannel - Customer Service
Designation: Delivery Operations Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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? Role Description E-Care is responsible for resolving customer queries received via the online contact form, email, or letter—ranging from product inquiries to service issues. The team aims to meet SLAs of 24 hours for emails and 5 working days for letters, helping maintain customer satisfaction. E-Care also handles requests requiring proof, such as payment or top-up confirmations. Role overview E-Care Support role managing digital customer queries via email and letter within SLA.
What are we looking for? skills and competencies • Strong written communication• Time management• Customer service orientation Experience and qualifications • Experience in digital or written support environments preferred
Roles and Responsibilities: Key responsibilities • Respond to email and written queries• Resolve service and payment issues• Maintain SLA compliance• Document cases accurately