Service Delivery Ops Specialist

8129 ASOL - Bangalore 10 SEZ Company; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in Bengaluru, India is seeking a Service Delivery Ops Specialist to manage and resolve customer queries, handle escalations and complaints within SLA, and drive best resolutions across email and chat channels. You will work in the Customer Support vertical, interfacing with multiple stakeholders and leveraging contact center technology to improve customer and agent experience.

The role requires 7 to 11 years of experience, adaptability to rotational shifts, and strong communication

Qualifications

• Omnichannel and customer service skills are required.
• Strong problem-solving and relationship-building abilities.
• Ability to manage multiple stakeholders and adapt to shifts.

Responsibilities

• Manage and resolve customer queries and escalations within SLA.
• Handle email and chat processes with accurate typing and responses.
• Coordinate with internal teams to close faults and improve CSAT.

Skills

Omnichannel

Customer Service

Problem-solving

Client relationship

Education

Any Graduation

Job description

Skill required: Omnichannel - Customer Service Technology Designation: Service Delivery Ops Specialist Qualifications:Any Graduation Years of Experience:7 to 11 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 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. Candidate who is good in email and chat process, who is good in typing is what is preferred here Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking for?

• Risk management
• Ability to establish strong client relationship
• Problem-solving skills
• Adaptable and flexible
• Ability to manage multiple stakeholders

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small 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

Any Graduation About Accenture Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women.

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