Team Lead/Consultant-Query Management
Skill required: Query Management - Customer Service Technology Support
Designation: Management Level - Team Lead/Consultant
Job Location: Gurugram
Qualifications: Any Graduation
Years of Experience: 7-11 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 issue.
This role is aligned to our Customer Service Technology Support team which works on providing technical assistance on the use of specific systems, software and infrastructure and in troubleshooting of technical problems.
What are we looking for?
We are looking for individuals who have the following skillset:
- Customer service - Inbound
- Customer Service Management
- Delivery Excellence
- Operations Management
- Telecom Operations
- Ability to establish strong client relationship
- Results orientation
- Strong analytical skills
- Ability to manage multiple stakeholders
- Thought leadership
Roles and Responsibilities
- In this role, you need to analyze and solve moderately complex problems
- You are required to create new solutions, leveraging and, where needed, adapting existing methods and procedures
- You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change
- Your primary upward interactions are with your direct supervisor
- You may interact with peers and/or management levels at a client and/or within Accenture
- You will be provided with guidance when determining methods and procedures on new assignments
- The decisions that are made by you will often impact your team
- 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.
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category:Voice
Role:Team Leader -(NonTechnical)
Employment Type:Full Time, Permanent
Key Skills
Education-
UG:Any Graduate - Any Specialization
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required
Company Profile
Accenture Solutions Pvt Ltd
Contact Company:Accenture Solutions Pvt Ltd
Address:Plant 3,Godrej and Boyce Compound, MUMBAI, Maharashtra, India
Reference Id:82281