Position Overview:

The Escalations Management specialist is responsible for ensuring customer support excellence by taking end-to-end ownership of escalated issues. This role requires a detail-oriented and quick-thinking individual who can make decisions under pressure and serve as the central point of escalation and coordination.

Key Responsibilities:

• Escalation Handling: Act as the primary point of contact for escalated issues, ensuring timely and effective end to end resolution or proper hand off, if necessary. Perform root cause analysis of escalated cases, if necessary.
• Perform/handle outbound or inbound customer and/or client communications.
• Update applicable Program Database accurately.
• Collaborate with various teams maintaining the focus on deescalate initiatives ensuring service on time delivery. Always provide seamless coordination and resolution of escalated cases.
• Provide clear, focused and consistent communication in a positive and patient manner to all parties involved.
• Provide timely updates to internal/external stakeholders on all proactive measures taken towards resolution of each case, showing full ownership.
• Customer Support Excellence: Maintain high standards of customer service, ensuring a positive experience for all stakeholders.
• Conduct thorough investigations to identify the root causes of issues and suggest corrective actions to the respective team managers.
• Proactive Approach: Based on expertise and case/process observations, anticipate potential issues and take proactive measures to prevent escalations.

Qualifications:

• Excellent communication skills, both verbal and written.
• Ability to handle multiple tasks and prioritize effectively.
• Attention to details
• Experience in dynamic environment
• Experience in handling escalations will be considered a strong advantage
• University degree

Attributes:

• Detail-oriented and organized.
• Strong decision-making skills and ability to perform under pressure.
• Critical thinking skills
• Proactive and able to anticipate needs.
• Patient and positive demeanor, with a focus on customer satisfaction.
• Ability to maintain composure in challenging situations.
• Team player, able to follow and deliver
• Familiarity with or an ability to understand and utilize a database and Microsoft Office program.

This role is ideal for someone who thrives in a dynamic environment and is committed to delivering exceptional end to end customer support.

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 at www.accenture.com 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.