Senior Analyst-Query Management

From 5 to 8 year(s) of experience
₹ Not Disclosed by Recruiter

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Posted: 32 days agoJob Applicants: 36Job Views: 175

Job Description

Skill required: Query Management - Service Desk Non-Voice Support

Designation: Senior Analyst

Job Location: Mumbai

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 -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 issues.

This role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.

What are we looking for?

We are looking for individuals who have the following skillset:

  • Content management
  • Customer Service Management
  • Problem-solving skills
  • Ability to establish strong client relationship
  • Ability to work well in a team
  • Strong analytical skills
  • Written and verbal communication

It would be a value add if you are proficient in:

  • Quality Management
  • Query Management

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.

Role:Technical Support - Voice / Blended

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional Area:Customer Success, Service & Operations

Role Category:Voice / Blended

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

PG:Post Graduation Not Required

Company Profile

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, 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.
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Contact Company:Accenture

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

Reference Id:139270

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