Business Advisory Associate-Voice

Accenture; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

A global consulting firm is seeking a Business Advisory Associate to manage customer queries, handle escalations, and provide resolutions. The ideal candidate will possess a graduation degree and 1 to 3 years of customer service experience. Strong communication and service skills are essential. The position entails working in a support vertical on multimedia channels and may require rotational shifts in Gurugram, Haryana, India.

Qualifications

• Graduation in any field.
• 1 to 3 years of experience in customer service.
• Strong communication and service skills.

Responsibilities

• Handle support/service escalations to/from clients.
• Transfer calls to the Tier 2 department.
• Track and report system issues as needed.
• Stay current with system information, changes and updates.
• Comply with service level agreements.
• Support and help on Process documentation.
• Comply with the assigned schedule to cover the hours of operation.
• Comply with the account KPIs.

Skills

Inbound and Outbound customer service experience

Experience working under pressure

Education

Any Graduation

Job description

Skill Required

Next Generation Customer Operations - Customer Service Technology

Designation

Business Advisory Associate

Qualifications

Any Graduation

Years of Experience

1 to 3 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 powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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.

What You Will Do

You will be aligned with our Customer Support vertical and help us in managing/resolving customers queries, handling escalations and complaints of dissatisfied customers, giving best resolutions. You will also be responsible for closing faults and complaints within SLA. You will handle queries from employees, customers, and vendors while ensuring seamless, personalized interactions. The role requires strong communication and service skills.

What We Are Looking For

Considering that the position will cover multimedia / multichannel support, such as customer service, customer contact, and technical support, or trade marketing activities, the following experience and skills are required:

• Inbound and Outbound customer service experience
• Experience working under pressure

Roles and Responsibilities

• Handle support/service escalations to/from clients
• Transfer calls to the Tier 2 department
• Track and report system issues as needed
• Stay current with system information, changes and updates
• Comply with service level agreements
• Support and help on Process documentation
• Comply with the assigned schedule to cover the hours of operation
• Comply with the account KPIs
• Support with any other new process at the time the client requires it, if it has been officially included in our range of services
• Solve routine problems, largely through precedent and referral to general guidelines
• Interactions are within your own team and direct supervisor
• Detailed to moderate level of instruction on daily work tasks and new assignments
• Decisions that you make will impact your own work
• Individual contributor as part of a team with a predetermined, focused scope of work
• May require working in rotational shifts

Qualification

Any Graduation