Customer Service Analyst

Accenture; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Accenture in Mumbai is seeking a Customer Service Analyst for Backend - Non-Voice Support, with 3–5 years of experience in service desk operations.

You will handle queries, escalate where needed, and ensure resolution within SLA, focusing on non-voice channels like email and chat. The role may involve rotational shifts and is suited to graduates with strong typing and communication skills.

Qualifications

• Graduation is required.
• Experience in service desk or customer support preferred.
• Good typing and email/chat proficiency.

Responsibilities

• Resolve customer queries and manage escalations within SLA.
• Close faults and complaints.
• Handle email and chat processes with accurate typing.
• Record, diagnose, troubleshoot, resolve or assign incidents.
• Manage unplanned interruptions to restore service quickly.

Skills

Backoffice - Service Desk Non-Voice

Education

Any Graduation

Job description

Skill required: Backoffice - Service Desk Non-Voice Support

Designation: Customer Service 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 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.
• 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

• Primary skill - Service Desk Non-Voice Support - P3

Roles and Responsibilities:

• In this role you are required to do analysis and solving of lower-complexity problems.
• Your day to day interaction is with peers within Accenture before updating supervisors.
• In this role you may have limited exposure with clients and or Accenture management.
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments.
• The decisions you make impact your own work and may impact the work of others.
• You will be an individual contributor as a part of a team, with a focused scope of work.
• Please note that this role may require you to work in rotational shifts

Qualification

Any Graduation