Analyst-Customer Advocate

From 3 to 5 year(s) of experience
₹ Not Disclosed by Recruiter

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Posted: 29 days agoJob Applicants: 117Job Views: 575

Job Description

Skill required: Customer Advocate - Incident Management

Designation: Management Level - Analyst

Job Location: Hyderabad

Qualifications: BCA/BCom/BSc/Master of Business Administration

Years of Experience: 3-5 years

What would you do?

Intelligent Sales and Customer Operations provides an end-to-end, integrated, seamless solution across marketing, sales and service. The solutions enable clients to drive sustainable growth by enhancing their capabilities to deliver consistent, hyper-relevant experiences across the customer lifecycle.

The Customer advocate team is instrumental in managing and ensuring customer satisfaction by managing critical issues and customer satisfaction. The team helps set expectations with customers for support, acknowledge and respond to customers requests promptly. They anticipate risk and escalations based on customer context, highlighting hot issues to customers, providing updates regularly and propose recommendations if necessary. They also handle high-risk escalations and gather/analyze information as needed to support the customer and ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration. They are responsible for understanding the cause of escalation, it s business impact, and level or urgency from customer and other stakeholders.

The Incident Manager (IM) acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. They are responsible for representing the customer s business impact, supporting in the end-to-end problem resolution and problem identification against the case portfolio. They help monitor reactive cases owned by internal support organizations and ensure correct case reporting and trending is in place for the account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health. The team works with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.

What are we looking for?

We are looking for individuals who have the following skillset:

  • Customer Growth & Experience Strategy
  • Customer Retention Program Implementation
  • Customer service - Inbound
  • Customer service - Outbound
  • Adaptable and flexible
  • Ability to perform under pressure
  • Problem-solving skills
  • Ability to establish strong client relationship
  • Collaboration and interpersonal skills

Roles and Responsibilities

  • In this role, you are required to analyze and solve lower-complexity problems
  • Your day to day interaction is with peers within Accenture before updating supervisors
  • You may have limited exposure with clients and/or Accenture management
  • You will be given moderate level instructions on daily work tasks and detailed instructions on new assignments
  • You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders
  • You will be expected to constantly be on the lookout for ways to enhance value for your respective stakeholders/clients
  • The decisions you make impact your 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.

Role:Not mentioned

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional Area:Finance & Accounting

Role Category:Not mentioned

Employment Type:Full Time, Permanent


UG:B.Ed in Any Specialization,B.B.A/ B.M.S in Any Specialization,B.Tech/B.E. in Any Specialization

PG:MBA/PGDM in Any Specialization

Doctorate:Doctorate Not Required

Company Profile

Accenture Solutions Pvt Ltd

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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 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.
Company Info
View Contact Details+

Contact Company:Accenture Solutions Pvt Ltd

Address:Plant 3,Godrej and Boyce Compound, MUMBAI, Maharashtra, India

Reference Id:135627

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