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Accenture Senior Analyst-Query Management in Gurugram, India

Skill required: Query Management - Service Desk Voice Support

Designation: Management Level - Senior Analyst

Job Location: Gurugram

Qualifications: Any Graduation

Years of Experience: 5-8 years

About Accenture Operations

In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model (https://www.accenture.com/in-en/insights/operations/intelligent-operations-2018) -one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models. Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology. 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.

The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issue.

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?

We are looking for individuals who have the following skillset:

  • Customer Service Management

  • Adaptable and flexible

Roles and Responsibilities

  • In this role, you need to analyze and solve increasingly complex problems

  • Your day to day interactions is with peers within Accenture

  • You are likely to have some interaction with clients and/or Accenture management

  • You will be given minimal instruction on daily work/tasks and a moderate level of instructions on new assignments

  • You will need to consistently seek and provide meaningful and actionable feedback in all interactions

  • You will be expected to be constantly on the lookout for ways to enhance value for your respective stakeholders/clients

  • Decisions that are made by you will impact your work and may impact the work of others

  • You would be an individual contributor and/or oversee a small work effort and/or team.

Please note this role may require you to work in rotational shifts.

Any Graduation

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