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Team Lead/Consultant-Query Management
Skill required: Query Management - Service Desk Voice Support
Designation: Team Lead/Consultant
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 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.
The Query Management team is accountable for the Inbound/Outbound calls and e-mail/chat support to resolve customer issues.
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
We are looking for individuals who have the following skillset:
Customer service - Inbound
Customer service - Outbound
Customer Service Management
Customer Service Technology Support
Ability to perform under pressure
Ability to establish strong client relationship
Ability to handle disputes
Ability to manage multiple stakeholders
Ability to meet deadlines
Roles and Responsibilities
In this role, you need to analyze and solve moderately complex problems
You are required to create new solutions, leveraging and, where needed, adapting existing methods and procedures
You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change
Your primary upward interactions are with your direct supervisor
You may interact with peers and/or management levels at a client and/or within Accenture
You will be provided with guidance when determining methods and procedures on new assignments
The decisions that are made by you will often impact your team
You would be an individual contributor and/or oversee a small work effort and/or team.
Please note this role may require you to work in rotational shifts.