Skill required: Voice - Service Desk Voice Support
Designation: Customer Contact Comms Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
Language - Ability:Spanish - 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 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? Operational Responsibilities Daily • Maintain personal productivity by resolving target tickets on both calls, Emails and Chat, per day as defined in the objectives. • Help team members in solving complex requests on calls, Emails and Chat. Be available to take complex, escalated calls and e-mails, Chats • 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 • Review process documents and provide updates to the advisors 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 and Chat.
What are we looking for? Core Competencies 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 Spanish Skill with Minimum B1 and above • Knowledge of personal computers and Windows, Word, Excel, PowerPoint, and E-mail software • Excellent knowledge of Business Excellence and all BE tools Working Dimensions • Call handling and e-mail & Chat 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
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts

Any 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 at www.accenture.com 

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