Customer Service Specialist - Query Management

Full job description

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

Designation:
Management Level - Team Lead/Consultant

Job Location:
Bengaluru

Qualifications:
Any Graduation

Years of Experience:
7 to 11 years

About 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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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.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?
 

• Adaptable and flexible
• Ability to perform under pressure
• Problem-solving skills
• Detail orientation
• Ability to establish strong client relationship
• "
• Minimum 2 years’ of face-to-face experience with clients " "
• Minimum 1 years’ experience - Operations Management " Customer support deal management Customer support training experience
• Worked with international clients "
• Advanced PC skills on standard suite software (i.e. Microsoft Word, Excel, and PowerPoint)" "
• Broad knowledge and understanding of Accenture Operations functions, departments and the overall business" "
• Demonstrated discretion in interaction with a wide range of internal and external contacts and in handling highly sensitive and confidential information - acts with tact and diplomacy" "
• Ability to gather, organize and analyze complex information from several sources and prepare memos/reports for formal distribution and presentation." "
• Excellent communication skills (oral & written), with an emphasis on building strong working relationships across Accenture Operations" "
• Demonstrated discretion in interaction with a wide range of internal and external contacts and in handling highly sensitive and confidential information - acts with tact and diplomacy "

Roles and Responsibilities
 

• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts