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Customer Service Specialist

7-11 years

Bangalore / Bengaluru

1 vacancy

Customer Service Specialist

Accenture

posted 12hr ago

Job Role Insights

Flexible timing

Job Description




Skill required:
Voice - Customer Service



Designation:
Customer Service Specialist



Qualifications:
Any Graduation



Years of Experience:
7 to 11 years



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. Looking for a candidate who is good in communication and has good knowledge on metrics of Customer Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.



What are we looking for?
  • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
  • Market knowledge of US Wireless and Telecom domain would be preferred
  • Domain knowledge of International Voice process
  • Analytical skills are also required with an eye for detail
  • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
  • Team Building - Ability to coach, connect and motivate team members as well as groom Team Leads
  • AI Orientation along with functional knowledge of analytical tools would be preferred
  • Six Sigma and quality tools knowledge/certification would be desired
  • International Voice Experience
  • US Telecom Experience would be desirable


    Roles and Responsibilities:
  • Manage team expectations and project SLAs
  • Monitor knowledge sharing and retention within the team
  • Ability to create and implement action plan for improvement across KPI's
  • Ability to manage BQ/Outlier performance
  • Mentor and groom Team leads and frontline advisors to take additional responsibilities
  • Be part of client reviews and provide performance trends and next steps
  • Encourage Value Adds not only for client but also for the organization. Grooms key individuals in the team through coaching
  • Develop strategies for continuous improvement, identify projects and mentor them (Changes to improve Customer Experience)
  • Handling customer escalations or providing resolutions which require higher level of authorization
  • Take prompt, sound and independent decisions while resolving customer issues and need
  • Communicates with the team in a timely manner (skip levels, appreciation etc)
  • Planning & Executing Employee Engagement & Fun Activities
  • Maintain effective employee relations at all levels
  • Conducts town hall meetings and focuses on the needs of employees
  • Identify Training needs for the floor
  • Deciding on ways to control attrition for the process
  • Conducting regular 1:1s
  • Works in collaboration with the Quality / Work force planning, Training & HR teams


     
    Qualifications
     

    Any Graduation

  • Employment Type: Full Time, Permanent

    Read full job description

    Prepare for Customer Service Specialist roles with real interview advice

    Top Accenture Customer Service Specialist Interview Questions

    Q1. If insurance premium is paid for an entire year 1st January to 31st December and books get close on 31st March, what will be the accounting ... read more
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    What people at Accenture are saying

    4.0
     Rating based on 1 Customer Service Specialist review

    Likes

    Compensation, work life balance

    • Salary - Good
    • +6 more
    Dislikes

    Office Politics

    Read 1 Customer Service Specialist review

    Customer Service Specialist salary at Accenture

    reported by 6 employees with 2-13 years exp.
    ₹4 L/yr - ₹13 L/yr
    107% more than the average Customer Service Specialist Salary in India
    View more details

    What Accenture employees are saying about work life

    based on 56.4k employees
    65%
    85%
    67%
    75%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Accenture Benefits

    Free Transport
    Cafeteria
    Work From Home
    Gymnasium
    Health Insurance
    Soft Skill Training +6 more
    View more benefits

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    71, Cunningham Road, BengaluruBengaluru, India, Bengaluru
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