Customer Service Analyst

Accenture; Mumbai City; On-site; INR 450,000 - 600,000; Full time

Job summary

Accenture is seeking a Customer Service Analyst for backoffice, non-voice support in Mumbai. You will manage customer queries, resolve issues, and ensure service levels are met across email, chat and other channels.

Prior 3-5 years in service desk roles is preferred, with graduate qualifications. Join a global team in a dynamic, process-driven environment that values customer satisfaction and timely resolutions.

Qualifications

• Graduation in any field.
• Experience in customer support or service desk is valued.

Responsibilities

• Handle customer queries and escalations via email and chat.
• Resolve issues within SLA for non-voice channels.
• Record, diagnose, and resolve incidents and service requests.
• Work in rotational shifts and collaborate with peers and supervisors.

Skills

Service Desk Non-Voice Support

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

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— all 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.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.


• 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

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.