Senior Manager-Customer Support

From 16 to 25 year(s) of experience
₹ Not Disclosed by Recruiter

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Posted: 47 days agoJob Applicants: 245Job Views: 1081

Job Description

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

Designation: Senior Manager

Job Location: Mumbai

Qualifications: Any Graduation

Years of Experience: 16-25 years

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:

  • Change Management
  • Content Moderation
  • Contract Compliance & Execution
  • Cost to Serve
  • Customer Service Management
  • Problem-solving skills
  • Strong analytical skills
  • Negotiation skills
  • Risk management
  • Ability to manage multiple stakeholders

Roles and Responsibilities

  • In this role you are required to identify and assess complex problems for area(s) of responsibility
  • You will create solutions for situations in which analysis requires in-depth knowledge of organizational objectives
  • You will be involved in setting strategic direction to establish near-term goals for area(s) of responsibility
  • You will have to work in calibration with subordinate teams and senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters
  • You will need to have an innovative and transformation mindset to identify improvement opportunities to optimize processes, decrease costs and increase client value
  • You should have latitude in decision-making and determination of objectives and approaches to critical assignments
  • The decisions you may make can have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility
  • You will manage large teams and/or work efforts at a client or within Accenture.

Role:Head - Operations

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional Area:Customer Success, Service & Operations

Role Category:Operations

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.
Company Info
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Contact Company:Accenture

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

Reference Id:139583

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