Service Delivery Ops Specialist

Skill required: Customer Operations - Voice - Service Desk Voice Support


Designation: Service Delivery Ops Specialist


Qualifications:BBA/BCom/Any Graduation


Years of Experience:7 to 11 years

Language - Ability:English - Proficient


What would you do?
You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.Customer Operations - Voice - Help desk role - ticket resolutionThe 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?

Adaptable and flexible

Ability to perform under pressure

Problem-solving skills

Detail orientation

Ability to establish strong client relationship

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

Dispute Resolution:** - Investigate and resolve customer disputes related to invoices, payments, and credit notes.

Collaborate with internal departments (e.g., Sales, Customer Service, Accounts Receivable) to gather necessary information and resolve issues.

Ensure disputes are documented, tracked, and resolved within agreed timelines.

Customer Communication:** - Serve as the primary point of contact for customers regarding disputes.

Provide clear and timely communication to customers on dispute status and resolution actions.

Escalate complex disputes to appropriate levels as needed.

Qualifications
BBA,BCom,Any Graduation