Customer Contact Comms Senior Analyst-Voice

Accenture; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Accenture is seeking a Customer Contact Comms Analyst in Gurugram District, India. In this role, you will be responsible for managing customer queries and handling escalations, ensuring the delivery of best resolutions in a timely manner. Candidates must have 3 to 5 years of experience in a customer support role, with strong typing skills and proficiency in email and chat processes. Join us to be a part of a dynamic team focused on achieving high customer satisfaction.

Qualifications

• 3 to 5 years of experience in a customer support role.
• Proficient in email and chat communications.
• Strong typing skills are preferred.

Responsibilities

• Manage and resolve customer queries and complaints.
• Diagnose and troubleshoot incidents based on support scope.
• Work collaboratively with team members and peers.

Skills

Client relationship management

Dispute resolution

Team collaboration

Adaptability

Education

Any Graduation

Job description

Skill required

Omnichannel - Customer Communications

Designation

Customer Contact Comms Analyst

Qualifications

Any Graduation

Years of Experience

3 to 5 years

What would you do?

You will be aligned with our Customer Support vertical and help us in managing and resolving customer queries, handling escalations and complaints of dissatisfied customers, and giving best resolutions. You will also be responsible for closing the fault and complaints within SLA. Candidate who is good in email and chat process, who is good in typing is what is preferred here. Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage 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?

• Accenture Code of Business Ethics
• Ability to establish strong client relationship
• Ability to handle disputes
• Ability to meet deadlines
• Ability to work well in a team
• Adaptable and flexible

Roles and Responsibilities

• Analysis and solving of lower-complexity problems
• Your day to day interaction is with peers within Accenture before updating supervisors
• Limited exposure with clients and/or Accenture management
• Given moderate level instruction on daily work tasks and detailed instructions on new assignments
• Decisions you make impact your own work and may impact the work of others
• Individual contributor as part of a team, with a focused scope of work
• May require working in rotational shifts

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