Customer Service Specialist - Query Management

General Dynamics; United States; On-site; USD 12,468 - 18,702; Full time

Job summary

Accenture in Bengaluru seeks a seasoned Query Management – Service Desk Lead/Consultant to manage non-voice support, handle escalations, and ensure SLA‑driven resolutions.

You will lead teams, interact with clients and senior management, and supervise rotational shifts. Requires 7–11 years' experience, graduation, and strong analytical, communication, and MS Office skills.

Qualifications

• Adaptable and flexible.
• Ability to perform under pressure.
• Problem-solving skills.
• Detail orientation.
• Strong client relationship building.
• Minimum 2 years of face-to-face experience with clients.
• Minimum 1 year of experience in Operations Management.
• Experience in customer support deal management and training.
• Experience working with international clients.
• Advanced PC skills (Word, Excel, PowerPoint).
• Broad knowledge of Accenture Operations functions, departments, and overall business.
• Discretion when handling sensitive information with tact.
• Ability to gather, organize, and analyze complex information for memos/reports.
• Excellent oral and written communication skills.

Responsibilities

• You will be aligned with the Customer Support vertical and manage or resolve customer queries, handle escalations and complaints, and provide best‑possible resolutions.
• You are responsible for closing faults and complaints within SLA limits.
• The Query Management team handles inbound/outbound calls, email, and chat support for non‑voice interactions, recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests according to defined support scopes.
• The role may require rotational shifts.

Skills

Adaptability

Under pressure

Problem solving

Detail orientation

Client relationship

Face-to-face client experience

Operations management

Customer support deal management

Training experience

International clients

Advanced PC skills

Accenture knowledge

Discretion with confidential info

Analytical reporting

Communication skills

Education

Graduation

Tools

Word

Excel

PowerPoint

Job description

Key Details

Job Title: Query Management – Service Desk Non‑Voice Support (Team Lead/Consultant)
Location: Bengaluru
Qualifications: Graduation
Experience: 7 to 11 years

Job Responsibilities

You will be aligned with the Customer Support vertical and manage or resolve customer queries, handle escalations and complaints, and provide best‑possible resolutions. You are responsible for closing faults and complaints within SLA limits. The Query Management team handles inbound/outbound calls, email, and chat support for non‑voice interactions, recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests according to defined support scopes. The role may require rotational shifts.

• Analyze and solve moderately complex problems
• Create and adapt new solutions using existing methods and procedures
• Understand strategic direction set by senior management regarding team goals
• Interact primarily with the direct supervisor and occasionally with peers and senior management at clients or within Accenture
• Receive guidance on determining methods and procedures for new assignments
• Make decisions that impact the team’s performance
• Lead small teams or manage individual work efforts at clients or within Accenture, if applicable
• Work in rotational shifts (if required)

Qualifications

• Adaptable and flexible
• Ability to perform under pressure
• Problem‑solving skills
• Detail orientation
• Strong client relationship building
• Minimum 2 years of face‑to‑face experience with clients
• Minimum 1 year of experience in Operations Management
• Experience in customer support deal management and training
• Experience working with international clients
• Advanced PC skills (Microsoft Word, Excel, PowerPoint)
• Broad knowledge of Accenture Operations functions, departments, and overall business
• Demonstrated discretion when handling sensitive and confidential information, acting with tact and diplomacy
• Ability to gather, organize, and analyze complex information from multiple sources and prepare memos/reports for formal distribution and presentation
• Excellent oral and written communication skills, with an emphasis on building strong working relationships across Accenture Operations