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Accenture Team Lead/Consultant-Query Management in Mumbai, India

Skill required: Query Management - Service Desk Voice Support

Designation: Management Level - Team Lead/Consultant

Job Location: Mumbai

Qualifications: Any Graduation

Years of Experience: 7-11 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 (https://www.accenture.com/in-en/insights/operations/intelligent-operations-2018) -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.

The role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for?

We are looking for individuals who have the following skillset:

  • Customer Service Management

  • Ability to manage multiple stakeholders

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

  • Voice Contact Center

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.

Any Graduation

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