Inbound Sales Representative Associate Manager- Voice

Accenture in India; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Accenture is seeking an experienced Inbound Sales Representative Associate Manager- Voice to join its Customer Support vertical in Mumbai. You will manage customer interactions, resolve queries, and ensure SLA-compliant outcomes while guiding a team in voice operations.

The ideal candidate has 10–14 years of experience, strong communication, and analytical skills, with the ability to lead a team in a fast-paced service desk environment. Rotational shifts may be required.

Qualifications

• Written and verbal communication.
• Thought leadership.
• Strong analytical skills.
• Ability to work well in a team.
• Adaptable and flexible

Responsibilities

• Manage and resolve customer queries, handle escalations and complaints within SLA.
• Close faults and complaints within SLA with timely resolutions.
• Review service requests based on predefined scope, record/diagnose and troubleshoot incidents.
• Work in rotational shifts as required.

Skills

Written and verbal communication

Thought leadership

Strong analytical skills

Ability to work well in a team

Adaptable

Education

Any Graduation

Job description

Skill required: Voice - Service Desk Voice Support

Designation: Inbound Sales Representative Associate Manager- Voice

Qualifications: Any Graduation

Years of Experience: 10 to 14yrs

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 699,000 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. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support. 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?

• Written and verbal communication
• Thought leadership
• Strong analytical skills
• Ability to work well in a team
• Adaptable and flexible Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems
• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person requires understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor or team leads
• Generally interacts with peers and/or management levels at a client and/or within Accenture
• The person should require minimal guidance when determining methods and procedures on new assignments
• Decisions often impact the team in which they reside and occasionally impact other teams
• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts