Business Advisory Associate, Voice
Accenture in India
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.
About the Role
You will be aligned with our Customer Support vertical and help us in managing and resolving customers' queries, handling escalations and complaints of dissatisfied customers, and providing the best resolutions. You will also be responsible for closing faults and complaints within SLAs. This role involves monitoring, detecting, and managing any incident or event that disrupts the expected standard operation of a system, service, or product within an infrastructure, as well as executing proper responses to such events. The role aims to transform customer support from a necessary function for resolving customer problems into a value-generating service that is a strategic differentiator in the market.
Key Responsibilities
- Solve routine problems, largely through precedent and referral to general guidelines.
- Close the fault and complaints within SLAs.
- Monitor, detect, and manage any incident or event that disrupts the expected standard operation of a system, service, or product within an infrastructure.
- Execute proper responses to such events.
Requirements & Tech Stack
- Primary skill: Incident Management - P1
- Secondary skill: Customer Service - P1
Qualifications
- Any Graduation
- Individual contributor as part of a team, with a predetermined, focused scope of work.
- Expected interactions are within your own team and direct supervisor.
- Provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
- Decisions made would impact your own work.
- This role may require you to work in rotational shifts.