New Associate-Query Management
Accenture
Bengaluru, India
3d ago

Job Description

Skill required : Query Management - Service Desk

Designation : Management Level - New Associate

Job Location : Bengaluru

Qualifications : Any Graduation

Years of Experience : 0-1 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 team which is responsible for on providing 1st level customer service support to clients with respect to their operations.

The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients, and to satisfy both customers and clients.

What are we looking for?

We are looking for individuals who have the following skillset :

  • Ability to perform under pressure
  • Ability to establish strong client relationship
  • Ability to handle disputes
  • Ability to meet deadlines
  • It would be a value add if you are proficient in :

  • Customer service - Inbound
  • Customer service - Outbound
  • Customer Service Management
  • Roles and Responsibilities

  • In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines
  • Your primary interaction is within your team and your direct supervisor
  • You will be given detailed instructions on all tasks that need to be carried out, and the decisions that you make will impact your work
  • 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 working closely with project members to effectively deliver on the requirements
  • You will be an individual contributor as a part of a team with a predetermined focused scope of work.
  • Please note this role may require you to work in rotational shifts.

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