AddressSkill required:
Customer Operations - Voice - Service Desk Voice Support
Designation:
Associate
Qualifications:
Any Graduation
Years of Experience:
1 to 3 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 699,000 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?
To answer all inbound customer calls relating to the business/ Process enquiries
To resolve external calls relating to Business enquiries within ticket logging system to achieve SLA targets and maintain the appropriate control environment
To provide first line support for all users regarding queries and issues relating to business related systems
To provide training and guidance for system walkthroughs
Customer Operations - Voice - Help desk role - ticket resolution
The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
What are we looking for?
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 and E-mail software
Focus on ideas and Gen4/5 initiatives (submit ideas and implement them once approved by stakeholders)
Ensure that all responsibilities occur in accordance with the Statement of Work and service Level Agreement with Clients.
Provides operational statistics and escalate operational issues as requested
Identifies and escalates complex issues to Supervisor / Manager.
Flexible to work in any shift
Experience
1-2 years general business / relevant experience as a minimum
Working Dimensions
Role will not involve travel
Supports Client organisation, both on-shore and off-shore Teams, Customer Relationship team and retained client organisation
9.5 hours shift per day around the clock - 24*7
Roles and Responsibilities:
Handle all incoming helpdesk calls from the Client business and suppliers of the system nature, being the prime contact for customer enquiries. Enquiries will include system issues requiring walkthroughs of the system
Field incoming calls and document all issues, resolution & follow-up actions
Provide consistent support to all customers
Initiate follow-up calls
Manage all incidents opened by the CSD for end to end customer experience
Coordinate with Level 2 teams for incident resolution
Escalate customer issues as required to Supervisor
Recommend updates to procedures and user guide to team lead
Escalate any vendor disputes
Skilled use of tools like ticket logging tools
Strong understanding of the SLAs 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 operationsPeople Management Responsibilities
No direct line reports in this role To provide high quality customer service to employees and vendors in response to email, telephone or fax enquiries
