Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory New Associate
Qualifications:Any Graduation
Years of Experience:0 to 1 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? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
What are we looking for? •Ability to manage multiple stakeholders •Detail orientation •Written and verbal communication •Process-orientation •Strong analytical and problem-solving mindset •Ability to analyze and resolve business and interpersonal problems quickly and independently •Ability to simplify complex tasks and drive efficiencies
Roles and Responsibilities: •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your primary interaction is within your own team and your direct supervisor • In this role you will be given detailed instructions on all tasks • The decisions that you make impact your own work and are closely supervised • You will be an individual contributor as a part of a team with a predetermined, narrow scope of work • Please note that this role may require you to work in rotational shifts •This position will be the primary interface point between client and Vendors across globe in delivering: Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? •Receives client tickets to manage, coordinate and perform site access, Material receipts/shipments, technical engineer dispatch to site and similar operation function within required/limited time (SLO driven) •Coordinates customer requested work to be completed by the field technicians and ensures completion? Logs customer/client/Vendor problem/request/issues in ticketing tools and ensures proper documentation? Manages the database for dispatch of metro based field technicians? Performs root cause analysis to operational problems and follows defined procedures to resolve correctly and update tools and documents accordingly.?? Maintaining permanent site access lists and portal rosters, coordinated between multiple external vendors and internal business unit representatives.? Documents troubleshooting efforts and customer information in data capture tool as and when required, transfers call or promptly notifies responsible party for resolution? May need to support client report preparation and presentation? Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention?? Demonstrates understanding of the customer’s needs and maintains high customer satisfaction ratings?

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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