Customer Service Analyst

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support
Designation: Customer Service 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 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? The SME is the go to person for process concerns, issues and inquiries. He is also focus on performing voice works and ensure that he is always updated. Communicate process updates to team members Customer Operations - Voice - Help desk role - ticket resolution/Chat support 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? • Special Projects assigned by Manager/TL • Participate in brainstorming sessions to improve customer satisfaction, agent processes and agent effectiveness • Cyclical work shift including work hours at night. • Overtime and On-Call required
Roles and Responsibilities: •• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation • 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-job 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 processes, 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 • May promote client products and services by suggesting additional or alternative products to meet customer’s needs • May perform follow up on incidents with customer to ensure customer satisfaction • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction • May take accountability for effectively handling senior level escalations or customer complaints received via various sources • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement • May complete and resolve non-call customer contact requests received by mail, web or email • May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues • May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training materialAny Graduation

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us atwww.accenture.com

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